2. Exchange flow
Check the whole exchange flow with a test order: request, approval, send back, inspection and shipping the exchange item.
1. Create a test order
In the system that orders are imported from, create a test order that is paid and fulfilled.
※Check that the shipping address, the billing address and the email address are all registered
※Create the order with an item that has stock for the exchange. Items without stock are not shown as exchange options
※Products used for exchanges must have a SKU. Creating the exchange order (exchange slip) fails for products without one
00:00 Open Orders > Drafts in the Shopify admin
00:02 Click Create draft order
00:04 Search for a product and add it
00:08 Select a customer that has a shipping address, billing address and email address
00:21 Click Mark as paid and confirm to create the order
00:30 Use Mark as fulfilled to mark the order as fulfilled
2. Submit a request for an exchange
This is the request flow when the shopper wants an exchange. The shopper selects the product (variant) to exchange for. Products that are out of stock cannot be selected.
00:00 Open Return management in the admin
00:02 Copy the return/cancel request page URL in Settings > Shopper portal > Domain
00:09 In Shopify, check the test order that is paid and fulfilled
00:13 Open the return request page
00:18 Enter the order number and email address, agree to the return policy, and search for the order
00:26 Select the item to exchange
00:29 Select a return reason
00:31 Upload photos showing the condition of the item
00:40 Enter the details of the return reason
00:43 Select Exchange as the preferred resolution
00:47 Select the color (variant) to exchange for
00:52 Review the selection and click Submit return request
00:59 The request is submitted and the screen shows that it is waiting for approval
3. Approve the request (for manual approval)
Open the request in Return management in the admin and approve it from "Approval process". Select the approval result (approve or reject), check the send back method, who pays the return shipping, and the send back location, then click "Approve". Once approved, the shopper receives an approval email and can choose a send back method from the link in that email.
00:00 Open the unapproved request from the Return management list
00:03 Check the request details (return reason, photos, requested resolution) and click Approval process
00:09 On the approval screen, specify the quantity to approve
00:12 Select the approval result (enter a rejection reason when rejecting)
00:15 Select Approve and check the return method, who pays the return shipping, and the return location
00:20 Click Approve
00:29 The approval email is sent to the shopper (you can check it in the preview)
4. The shopper completes the send back
After approval, the send back deadline, send back method, and return address are shown to the shopper. The shopper completes the send back from this screen, and enters the carrier and tracking number when returning the item with a carrier of their choice.
00:00 The shopper opens the send back screen from the link in the approval email
00:03 The shopper checks the approved items and clicks to agree and continue
00:08 The shopper selects a send back method (pickup or returning it themselves)
00:14 The shopper reviews the details and confirms
00:17 The send back deadline and return address are shown. When returning with a carrier of their choice, the shopper enters the carrier and tracking number
5. Inspect the returned item
When the item arrives, open the request in Return management in the admin and enter the inspection result from "Confirm return". Enter the arrival date, inspection result, and accept status (accepted or rejected), and select "Restock inventory in the integration target" if you want to put the item back into stock.
00:00 Open the request in Return management and click Confirm return
00:09 Enter the quantity of the returned items
00:11 Enter the arrival date
00:13 Select the inspection result and the accept status (accepted or rejected)
00:19 Click Mark as returned
00:24 The notification email is sent to the shopper
6. Ship the exchange item
Ship the exchange item. Confirm that the exchange order is created in Shopify and that the exchange slip is sent to the connected warehouse system.
00:00 Open the accepted but not yet exchanged request in Return management
00:04 Confirm that the return is closed on the original Shopify order
00:06 In the Shopify order list, confirm that the exchange order has been created (zero-value, tagged for the exchange)
00:09 Open the exchange order
00:12 Use Mark as fulfilled to mark the exchange item as shipped
00:16 Go back to Return management in Recustomer and click Mark as exchanged
00:28 The shipping notification for the exchange item is sent to the shopper
Thank you for your work!