The Exchange Items Section

The Exchange items section appears on the Create return page once you turn on the Exchange items toggle. It is where you choose the replacement products to send to the customer in place of what they are returning. This companion focuses on that one section; while Exchange has the full exchange setup, with the section pictured.

What the section shows

Before you begin

• Your role includes Manage returns and exchanges.
• You are on the Create return page for a fulfilled order, with the Exchange items toggle on.
• Open Orders > Overview in the admin sidebar, open a fulfilled order and select Return, where the exchange items section sits alongside the items being returned.

Steps

1. Reveal the section

On the Create return page, turn on the Exchange items toggle. The Exchange items section appears below it, holding the products that will go out to the customer as the replacement side of the exchange.

2. Read the section's note

The section's note reads that these are the items to be sent to the customer, and that they will not be reserved until you process the return. So adding a product here does not yet hold stock, which Exchange Items Pending explains.

3. Add the replacement products

Select Add products to open the picker, then choose the replacement products and variants. The products you add here are what the customer receives instead of the items they send back, and the difference in value is handled as part of the exchange. Exchange Value Calculation explains which way that difference falls.

Adding a product here reserves nothing. The section says so itself, and the replacements stay unreserved until the return is processed, so this is a plan rather than a commitment. Exchange covers creating the exchange once the list is right.

Best practices

• Add only the agreed replacements. The products here are what the customer receives, so match them to the request.
• Choose the right variant. Pick the exact size or color, since the customer gets what you add here.
• Do not assume stock is held. Items are not reserved until you process the return, so check availability.

If something goes wrong

• The section is not shown. Turn on the Exchange items toggle on the Create return page to reveal it.
• The picker has no products. The picker lists your store's products; if none appear, check you have products to send as replacements.
• You cannot add products. Your role may not allow managing orders and returns. Ask an owner or admin.

Next steps

• Exchange
• Exchange Items Pending
• Exchange Value Calculation

Related articles

• Create a Return
• The Exchange Flow