Handling Exchanges for Lower-Priced Items

When a customer exchanges an item for one that costs less (an “uneven exchange”), you will handle the price difference on the exchange resolution page. In the Refund Summary section, you can calculate the difference and enter the correct amount into the refund input field. The app’s Returns Portal then offers the customer a choice of how to receive this refund: either back to their original payment method or as store credit (a Shopify gift card). Merchants can enable or disable these options in the ExchangeIt settings, and even set a default, but typically all refund methods are shown so the customer can pick their preferred resolution.

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In practice, the price difference is always returned to the customer. For example, if a customer paid $50 for an item and exchanges it for a $30 item, you will be responsible for refunding the $20 difference. On the resolution page, you would enter '$20' into the refund field. The customer can then choose on the return form whether to have that $20 refunded to their original payment or credited as store credit (a $20 gift card). Even if the merchant sets one option as the default, the customer may override it by selecting the alternative on the Return Request page.

ExchangeIt provides flexible refund methods for a cheaper exchange. The common resolution choices are:

• Refund to original payment method: The price difference is refunded back to whatever the customer originally paid with (credit card, PayPal, etc.).

• Store credit (gift card): The customer receives the price difference as a store credit (Shopify gift card) instead of a direct cash refund.

Both of these options can be shown on the Returns Portal (if enabled in settings) so the customer can select whichever refund type they prefer.

1. Customer places original order: A customer buys Product A for $100. They later decide to exchange it for Product B, which costs $75.

2. App identifies uneven exchange: ExchangeIt recognizes this as an “uneven exchange” because the new item is cheaper than the original.

3. Calculate and enter the refund amount: On the exchange resolution page, you will see a Refund Summary. Here, you will need to calculate the $25 price difference ($100 - $75) and manually enter this amount into the refund input field.

4. Customer chooses refund method: On the Return Request page, the customer sees the refund options. They can choose to have the $25 refunded to their original payment method or issued as a $25 store credit (gift card).

5. Exchange completed: The merchant confirms the exchange. ExchangeIt processes the chosen refund (e.g. issues a $25 refund or a $25 gift card) and creates the new order for the cheaper item.

In this way, the customer is always made whole for the price difference when exchanging for a lower-priced product, with the flexibility to select how they receive the refund.