Processing Exchanges and Refunds
Step-by-step processes for handling product exchanges and issuing refunds.
How to Complete only a Restock
When you receive a return from a customer and you wish to restock the items, simply open the customer's original order within Shopify, click "Exchange...
How to Complete only a Refund & Restock
When you receive a return from a customer and you wish to restock and/or refund the items, simply open the customer's original order within Shopify, c...
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 Porta...
Refund Delay with Shopify Payments
Shopify has recently (21st January 2023) made some changes to how Refunds are processed using the Shopify Payments method. There is now a delay of 24 ...
How to Cancel or Resolve Overdue Exchanges That Were Never Returned
Sometimes customers request an exchange, but then never return the item — and the exchange remains stuck in the “inspection” or “in progress” state. W...
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...
How to Disable the Refund or Exchange Option from the Return Portal
If you’d like to disable refund or exchange options from your return portal, you can easily manage this using the resolution settings in your Exch...
Handling Exchanges for Higher-Priced Items
When a customer wants to exchange an item for a product that costs more, "Exchange It" streamlines the process of collecting the additional payment. T...
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:...
How to Create a Replacement Order
When you receive a replacement order request, simply open the customer's original order within Shopify, click "Exchange with Exchange It" from the Mor...
Exchange for out of stock items
This guide explains how you, the merchant, can manually create an exchange for a product that is currently out of stock in your Shopify inventory. The...
A Video Guide to Exchange It
We've created a series of short, easy-to-follow SupaDemos to help you configure your exchange process and manage requests seamlessly. This guide is th...
Refunds & Charges Video
Please see the video below for an overview of the refunds and charges features. If you have any questions, feel free to contact the team!
How to Process an Exchange
NOTE: This page relates to Basic Exchange, the legacy product of Exchange It. If you use the Returns Portal and the Returns Manager, these docs are no...
Store Credit Refunds
Please see the video below for an overview of the store credit refunds feature that uses Shopify digital Gift Cards. This talks you through how to get...