Processing Returns and Exchanges
Step-by-step workflows for reviewing, approving, and fulfilling return and exchange requests from the dashboard
15 articles
Add Notes and Tags to Exchange Orders
Configure automated notes, custom notes, and tags that Exchange It attaches to the exchange orders it creates.
Adding an Automated Note to the Original Order on Quick Exchanges
Configure Exchange It to write a templated note back to the original Shopify order whenever a quick exchange is created.
Automatically Add Tags to Exchange Orders
Configure tags that are applied automatically to the Exchange Order created from a return.
Choosing How Exchanges Are Processed (Exchange Method)
Set whether exchange items are added to the original Shopify order as a new fulfillment or created as a separate new order.
Configure Fulfillment Options for Quick Exchanges
Control shipping-method requirements and fulfillment location handling on Quick Exchange orders.
Configuring Exchange Order Details for Quick Exchanges
Set how Exchange It prices exchange orders, which emails go to the customer, and the sender address used for the exchange order invoice.
Offer a Post-Return Discount with Upselling
Set up and label a percentage discount that returning customers can use on their next order after completing a return.
Processing a Return in the Request Manager
Move a single return from an incoming request through inspection to resolution using the Request Manager's Approval, Inspection, and Resolution stages.
Set Up the Custom Product Picker for Quick Exchanges
Turn on Exchange It's built-in product picker for building exchange orders and optionally hide products with specific tags.
Tagging the Original Order After a Quick Exchange
Automatically add one or more tags to the original order when a quick exchange is processed, using a customizable tag template.
Turning On the Returns Tracker for Your Customers
How to enable or disable the customer-facing Returns Tracker so shoppers can follow the status of their returns on the portal.
What Happens When You Approve and Create a Return
How Exchange It creates the return in Shopify when you approve a request, including processing any exchange items and sending the approval email.
What Happens When You Create an Exchange Order
Explains how Exchange It creates the exchange order in Shopify, optionally emails an invoice, and records the result on the return log.
What Happens When You Refund and Restock a Return
Explains the Shopify operations Exchange It runs — refund, store credit, and restock — when you resolve a return with a refund, and what it records.
What Happens When You Resolve (Close) a Return
Explains how Exchange It clears any unprocessed exchange items and closes the return in Shopify when you resolve it.