How to Manage Return Resolution Options on the Return Request Page

The ExchangeIt Returns Portal lets customers choose how they want to resolve a return. In your Shopify admin under ExchangeIt settings → Returns Portal, you’ll see checkboxes for the default resolution methods. The typical defaults are Refund to original payment method, Refund with store credit (gift card), and Make an exchange. Checking an option will display it on the customer’s Return Request page; unchecking it hides that choice. For example, to disable refunds to the original payment method, simply uncheck "Refund to original payment method" in settings.

Returns funds to whatever the customer originally paid (credit card, PayPal, etc.). This option appears on the portal if enabled (it’s one of the three defaults). It lets customers pick a refund by the original payment. Store owners can turn it on or off in settings – simply check or uncheck "Refund to original payment method" on the Returns Portal settings page. Disabling it means the portal won’t offer refunds via the original payment method.

Issues store credit (usually as a gift card) to the customer instead of a cash refund. This also appears by default if enabled. In settings it may be labeled something like "Refund with store credit" or "Refund via gift card". To disable this, uncheck that option in the Returns Portal settings. Use this if you prefer offering store credit rather than a direct refund. If enabled, the portal will show "Refund with store credit" as a resolution choice.

Allows the customer to pick a different item from your catalog for exchange. When this is enabled and selected by the customer, the portal shows a product picker letting them choose any in-stock or (optionally) out-of-stock item from your store. The setting "Make an exchange" must be checked to show this option. In the product picker you can decide whether to allow out-of-stock products. To disable exchanges entirely, uncheck "Make an exchange" in settings.

Restricts the exchange so the customer can only swap an item for a different variant of that same product (e.g., a different size or color). This appears instead of the general product picker if you change the exchange method in settings. In the Returns Portal settings you can choose an alternate exchange mode – for example, a Variant selector. When this mode is active, the portal only lets the customer select among the original item’s variants. Disable it by leaving the default "Product Picker" mode on, so customers can choose any product instead.

Lets you add an extra, custom resolution choice with any label. For example, you could add "Donate to charity" or "Store Credit + Coupon" as a special option. In settings you can create this extra option and name it whatever you like. When enabled, it will appear as another radio button on the Return Request page. Disable it by deleting or unchecking that custom option in the settings.

You can pick one option to be pre-selected for the customer. In the Returns Portal settings there is a "Default Resolution" setting. Check "Set a default resolution option" and choose which method should be selected by default. This does not prevent the customer from choosing something else; it just pre-checks your preferred choice on the portal.

Each of these options is managed from the ExchangeIt Settings page under the Returns Portal tab. By checking or unchecking the boxes and selecting defaults as shown above, you control exactly what resolution choices your customers see on the Return Request page. For instance, unchecking "Refund to original payment method" in settings will remove that choice from the portal.