What is a Manual Exchange?
Our Manual Exchange functionality is an optional exchange flow that is available to merchants on a monthly plan and can be disabled with a request made to us here on the Support team. Manual exchanges are initiated when a customer goes through the Return Center flow and the customer reaches the Refund Estimate Page, where the customer can check the "is this an exchange?" box.
Once selected, the "Any additional feedback" box becomes a required field where the customer types in the product they are returning and the product they want to exchange for before they can proceed with their return. I have attached as screenshot of what this looks like below.
The customer can type in any product they would like to exchange and once they have submitted their return the requested exchange is captured in the Customer Message field when reviewing RMAs in the Manage Returns tab. I have attached a screenshot of what this looks like below.
How do I process a Manual Exchange?
Once an RMA is in a Delivered status you can adjust the refund amount due to a shopper using the Deductions and Fees field.
The Deduction and Fees field is useful when handling manual exchanges, where a customer requests an even product exchange when initiating a return. When handling an exchange, you will want to make sure that you "zero out" the Refund Due to the shopper. This is because you, the merchant, want to keep the value of the original transaction while making sure the customer receives the requested product.
For manual exchanges to occur you will need to create a $0.00 order for the requested product within Shopify, as inventory allows, and issue this order to the customer. Once the item authorized for return have been marked as Delivered, you will use the Deduction and Fees field to lower the Refund Due amount to $0.
Click the Process Refund button to issue a refund (even those for $0) to your shopper's original payment method.
If you are interested in offering automated exchanges with Shopify, please contact email@example.com for more info.