Creating returns with exchange items

Your customers might want to exchange an item instead of receiving a refund. Offering exchanges helps you to retain revenue, avoid refunds, and increase revenue through upsells. You can exchange items when creating a return in your Shopify admin.

Considerations for exchanging items

Before you exchange any items, review the following considerations:

• Discounts aren't supported for exchange items.
• You can't add custom items as exchange items.
• 取消暂时unavaila回报ble. Instead, you can remove items from a return as a workaround.
• Exchanges aren't displayed inself-serve returns, and you can't have exchange-specificreturn rules.
• You can't add exchange items whenapproving a return request. If a return request includes notes requesting exchange items, then you need to decline the return request andcreate a returnin your Shopify admin.
• You can't create returns or add exchange items to specific types of orders, such as orders with duties or multicurrency orders.

Create a return with exchange items

You can create a return and add exchange items from your Shopify admin. Before you accept exchanges, make sure to update yourwritten return and refund policyand indicate that your store accepts exchanges.

Steps:

1. From your Shopify admin, go toOrders.

2. Click the order that you want to return and add exchange items.

3. ClickReturn.

4. In theSelect return itemssection, do the following tasks:

   1. Select the items that need to be returned.
   2. Enter the item quantity next to each return item.
   3. Select a return reason for each return item.

5. In theExchange itemssection, clickAdd products.

6. Select the items to exchange, and then clickAdd.

7. In theReturn shipping optionssection, select one of the following options:

   • SelectCreate a return label in Shopifytocreate a return shipping label for your customer. This option is available only if your primary location and customer shipping address are both in the United States.
   • SelectUpload a return labelto upload an existing return shipping label for your customer. On theAdd return labelpage, upload the PDF or JPEG file for your shipping label. You can enter theTracking numberandShipping carrierif you have this information.
   • SelectNo return shippingto create a return without any return shipping information.

8. ClickCreate return.

补充库存return items and fulfill exchange items

After you receive the return items, you need to inspect and restock them, and then fulfill the exchange items. The following steps can be taken in any order based on your business process.

Steps:

1. From your Shopify admin, go toOrders.

2. Click the order that you want to restock and fulfill the exchange items.

3. To restock your return items, do the following tasks:

   1. In theReturn in progresssection, click补充库存.
   2. Select the items to restock.
   3. In the补充库存locationsection, select a location to restock your items to.
   4. Click补充库存items.

4. To fulfill exchange items, navigate to theOn holdsection and clickRelease fulfillment. Exchange items also appear in theReturn in progresssection for reference.

5. Depending on the adjustment to your order, issue a refund or collect payment:

   • If you owe money to your customer, then clickRefund.
   • If your customer owes you money, then clickCollect payment, and then select how you want to collect your payment.

6. In theUnfulfilledsection,fulfill the exchange items the same way you fulfill your regular orders.

After you fulfill the exchange items, your customer receives an email notification. They can also check their order summary and order status from their customer account.

Customer experience

Your customers can write an email to you to request an exchange orsubmit a return requestwith a note next to the item that they want to exchange. You can create a return and add exchange items from your Shopify admin.

When you exchange items, you might owe money to your customer or your customer might owe you money. You can issue a refund or collect payment during a return.