Exchange Workflows
Part of Exchange workflows
Handling an exchange with a price difference
When the replacement costs more or less, show the customer the calculation before processing.
In Shopify admin, create a return for fulfilled items that haven't been refunded, then add the exchange items. Shopify calculates the financial outcome and lets you communicate an estimated balance before you process the return.
Calculate from the actual transaction
Use this comparison: amount due = exchange-item total + applicable return or restocking fees − returned-item total. A positive amount is due from the customer, a negative amount is a refund due, and zero is an even exchange. Use Shopify’s calculated balance as the settlement amount.
Review the balance after any adjustments, such as a shipping refund or tax, because these can affect the final total. If tax is calculated on a return shipping fee, Shopify includes it in the return’s total tax.
Order-level discounts can’t be applied to exchange items, but you can add a product discount. Review Shopify’s calculated balance after adding any product discount.
Shopify calculates the restocking fee based on how many items you process in a return. The return shipping fee is applied the first time you process the return.
Exchange items added after a shipping-address change are taxed using the order’s current shipping address.
Calculating the Financial Outcome of an Exchange
- Exchange item total
- Sum of prices for new items
- Return or restocking fee
- As calculated by Shopify based on return volume
- Returned item total
- Original item value (excluding shipping)
- Estimated balance
- Exchange total + fees − returned total
Key Exchange Rules in Australia (Shopify)
- Tax on return shipping
- Included in return total if applicable
- Order-level discounts
- Not applied to exchange items
- Product discounts
- Can be added to exchange items
- Restocking fee timing
- Applied once when first processing return
- Shipping address for tax
- Current shipping address used for taxed exchange items
Reconcile after processing
After receiving and inspecting the returned items, open Orders, select the order, and click Process return in the Return in progress section. Select the items ready to process under Return items to receive; you can process some or all of them.
Under Exchange items to release, select the exchange items to release. To refund shipping, select Shipping under Refund shipping and enter the amount.
Review the calculated outcome. If the customer owes money, send an invoice while processing the return, or collect payment afterwards using the payment card on the order page.
If a refund is due, choose Now and click Process and refund, or choose Later and click Process return. To refund to the original payment method or store credit, you need the relevant staff permission.
Exchange items are put on hold while payment is awaited; you can wait or click Release fulfilment before payment arrives.
After processing, check the order total for any remaining balance and confirm whether the amount has been collected or refunded. The return is also reflected in total sales reports; fulfil the exchange items as needed.
Processing an Exchange with a Price Difference in Shopify
- Open the order in Shopify adminNavigate to Orders and select the relevant order
- Select items to returnChoose returned items under Return items to receive
- Select exchange items to releaseAdd replacement items under Exchange items to release
- Apply refund for shipping (if applicable)Select Shipping under Refund shipping and enter amount
- Review calculated balanceCheck if customer owes money, is due a refund, or it’s even
- Process return and handle paymentSend invoice if owed, or refund to original method/store credit with permission
- Confirm final settlementVerify collected/refunded amount and update reports
