Customizing Error Messages in Exchange It

You can fully customize the wording, language, or tone of the error messages and notifications customers see during the return process.

Steps to Edit:

Open the Exchange It app in your Shopify Admin.
Navigate to the Returns Portal tab.
Click Text in the top menu and scroll down to the Error Messages section.
Update the text fields as needed and save your changes.

Visual Walkthrough:
https://app.supademo.com/demo/cmapcnymc1l2bho3rhz486ohx

Below is a guide to what triggers each message so you can customize them accurately:

Order Not Found: Displayed when the customer enters an order number or email/phone that does not match your records.
Order Lookup Error (Multiple Returns): Appears if the system detects that a return request has already been submitted for that specific order.
Order Not Fulfilled: Prevents customers from requesting a return for items that have not yet been dispatched.
Something Went Wrong (Connection Error): A general fallback error displayed during connectivity issues or Shopify API timeouts.
Resolution Method Not Selected: A validation prompt shown when a customer tries to proceed without selecting a resolution (e.g., Refund, Exchange, or Store Credit).
Required Image/Note Not Added: These messages appear if you have configured your return policy to require an image or a written reason, but the customer attempts to submit the return without providing them.
Must Select Quantity for Exchange: Prompts the customer to specify how many items they wish to receive when selecting an exchange.
Successful Return Request (Header & Body): The confirmation message shown immediately after a customer successfully submits a return. You can use this to thank them or provide immediate next steps.
Failed Return Request (Header & Body): Displayed if the submission fails due to a system or payment processing error. Customizing this allows you to provide a helpful, reassuring instruction (e.g., "Please contact support").