Exchange an item through a return in Shopify
An exchange is a return with a new item attached. Shopify works out whether a refund is due or payment must be collected. This tutorial exchanges a Summit Hoodie, $45.00, for a Ridge Jacket, $52.00.
Written · Shopify admin, desktop steps · 5 minutes read
The worked example
| Returned | Summit Hoodie, $45.00 |
| Exchange item | Ridge Jacket, $52.00 |
| Return shipping | $8.95 |
| Balance due | $15.95 |
Download the record: exchange-record.csv (142 bytes).
A record of the exchange in this tutorial. It is a record, not an import file: exchanges are created in the admin, not by CSV.
1Create the return
From your Shopify admin, go to Orders, click the order, then click Return. Enter a quantity of 1 for the hoodie and select a return reason.
2Add the exchange item
In the Exchange items section, click Add products, select the Ridge Jacket, and click Done.
3Read the balance before you save
The financial outcome is calculated automatically. Return fees and exchange items are applied against returned items to determine whether a refund is due or payment needs to be collected: $52.00 for the jacket plus $8.95 return shipping, less the $45.00 hoodie, leaves $15.95 for the customer to pay.
4Create the return and send the label
Pick a return shipping option and click Create return. For returns with exchanges, customers get an email listing the items being exchanged and returned.
5Process, collect, then fulfil
When the hoodie arrives, process the return. You can send an invoice when processing the return, or collect payment from the payment card on the order page after you process the return. Then fulfil the jacket the same way as a regular order.
The arithmetic
The customer owes the difference between the new item and the returned item, plus the return shipping fee.
| Line | Amount |
|---|---|
| Ridge Jacket, exchange item | $52.00 |
| Return shipping fee | $8.95 |
| Subtotal owed | $60.95 |
| Summit Hoodie returned | $45.00 |
| Balance due | $15.95 |
52.00 plus 8.95 is $60.95, and 60.95 less 45.00 is $15.95. If the new item had cost less than the returned item, a refund would be due instead.
Held at the counter
Process the items together with care. You can select which return items to process, but processing only exchanges might require payment even if processing everything would result in a refund. Avoid issuing refunds during partial processing if you will need to collect payment later for remaining items.
Exchange inventory is not reserved until processing. The jacket is not held for this customer until you process the return. If it sells out in the meantime, the exchange cannot be fulfilled as promised.
Payment can hold the fulfilment. If you await payment for exchange items, they are put on hold. You can wait for payment or click Release fulfilment to release the fulfilment before you receive payment.
Sources
- Creating returns and exchanges — Shopify's help pages: the create-return steps, the return shipping options, the fee-edit rules, the exchange-item rules, and the category-specific return reasons.
- Processing and managing returns — Shopify's help pages: the process-return steps, the restock choice, the refund-shipping section, the refund-method choices, and the cancel / remove / close rules.