NOTE: This page relates to Basic Exchange, the legacy product of Exchange It.
If you use the Returns Portal and the Returns Manager, these docs are not relevant for you.
Open the Original Order
When you receive a return from a customer with an exchange request, simply open the customer's original order within Shopify, click "Exchange with Exchange It" from the More Actions menu or search for the order on the Exchange It homepage to start a new exchange process.
Select Products for Restocking
You'll be given the option to select the product(s) to return (and restock, if desired). Simply select the quantity of each item to be restocked and the relevant location. If you do not wish to restock any products, then leave the return quantity as zero or select “No Restock”.
Top tip: If you regularly use the same location, set it as the Default Restock Location on the Settings Page.
Select Products for a Refund
Next, you can choose the products for a refund by selecting the “Refund the Customer for any of these items” checkbox. This will open a new panel that will allow you to select the number of items for the refund. There is also the option to “Edit Refund” – this allows you to modify the exact amount being sent to the customer.
The options to refund the original order shipping and taxes can be activated by opening the app settings page.
Adding Products to the Exchange Order
Once you are happy with the returned items from the original order, you can move on to the exchange order. Here you can use the product picker to add new products that will be sent to your customer. Once an item has been chosen, then the quantity can be manipulated or it can be removed using the buttons in the table.
If the user would like to charge the customer for any of the items in this new order, then select the checkbox labelled “Charge the customer for these items”. This will remove the strikethrough on the prices and open an additional panel. Here the user can add a discount if they wish to reduce the total charge.
Please note the shipping method and option to bill for shipping is completed further down the page.
When a customer is charged for the exchange order, they will be sent a standard Shopify invoice email. The email will contain a link directing them to a pre-filled version of your store checkout so they can easily pay to complete the order, it’s super simple!
Customer Information and Order Note
Exchange It automatically populates the original customer information including, customer name, phone, email, and shipping address. These can be edited if you need to send the new item to someone else.
If it is a POS order and no customer information is required, then select the “No Customer Information Required (POS Order)” checkbox.
If the product does not require any shipping address but you would like to include the customer information, then uncheck the “Include Shipping Address” checkbox. This is very useful for virtual products.
If you would like to add an order note to the exchange order, then this can be done using the text field on the right-hand side. For further information about order notes and tags, view the instructions on using the Settings Page.
Place Exchange and Summary
When you are happy with all the information, press the “Place Exchange Order” button to complete the process. This will trigger the Exchange Summary that will give you an overview of the operations that have occurred and if there were any errors.
Then you can view the new order and simply process it using your normal order fulfilment method!
If you have any questions, check out our FAQs page or contact the support team!