Create an exchange order after approving exchange request

Overview

In Synctrack Returns, merchants can create an exchange orders flexibly after approving an exchange requests. There are 4 main ways that merchant can create exchange orders:

1. Add the exchange product to the original order
2. Create Order for Price Difference (Automatic)
3. Create New Order with Full Item Price
4. Do Not Create New Orders

What we'll learn

In this article, we will explore how we can manage the exchange request easily with Synctrack:

• Requirement for creating exchange order
• How to create an exchange order for exchange request?
• How to handle exchange price differences?

Requirement for creating exchange order

How to create an exchange order for exchange request?

1. After approving the exchange request, Click "Create exchange order button". Synctrack will present you with four options for personalizing your business return/exchange flow:

Option 1: Add Exchange Product to Original Order

• Available only when feature **Shopify Sync is enabled. **Learn how Shopify sync works
• This option adds the new product to the existing order in Shopify
• Use this if you want to keep all related transactions under one order number.

Option 2: Create Order for Price Difference (Automatic)

• Synctrack will automatically create an order in Shopify admin for the price difference between the original and new product.
• Example: If the difference is $1, an order for this amount will be created.
• This option is useful for capturing only the additional cost or refund amount
• In return request details, there is a card of Exchange order leading to the new order on Shopify admin with the difference pricing
• You can see on Shopify order admin a note “Create exchange order from order #{{1087}}’ and tag “Exchange order from #{{1087}}” for the exchange order you has created from Synctrack.

Option 3: Create New Order with Full Item Price

• This option creates a new order in Shopify with the full price of the exchange item.
• Use this when you want a separate, full-value transaction for the new item.
• In return request details, there is a card of Exchange order leading to the new order on Shopify admin with the difference pricing
• The same as option 2, You can see on Shopify order admin a note “Create exchange order from order #{{1087}}’ and tag “Exchange order from #{{1087}}” for the exchange order you has created from Synctrack

Option 4: Do Not Create New Orders

• Select this if you prefer to create orders manually in Shopify
• This gives you full control over the order creation process.

How to handle exchange price differences?

Scenario 1: The exchanged item is more expensive than returned item

• A customer bought an item for $9 and wants to exchange it for a watch priced at $10.

• In this case, Synctrack would automatically calculate the price difference, as the example above, $1. You can see option create an order on Shopify for $1. To receive the fund from shopper when exchange item’s price > purchased item price, please choose this option. Then you can issue an invoice through new Shopify order and shopper pays at checkout as usually.

Suggest to handle

1. Calculate the price difference: In this case, it’s $1 ($10 – $9).
2. Communicate clearly: Inform the customer about the price difference and the need for additional payment.
3. Collect additional payment (If : Choose option Create an order on Shopify for to securely collect the $1 difference.
4. Update order details: Modify the exchange order to reflect the new item and additional payment.

Scenario 2: The exchanged item is cheaper than returned item

• A customer bought an watch for $90 and wants to exchange it for another priced at $70.

• In this case, you can see the option Create an order on Shopify with price of $0, because merchant need to refund for shoppers $20 as example above.

Suggest to handle

1. Calculate the Difference: Here, it’s $20 ($100 – $80).
2. Process the Refund with the "Refund button"

Who can use the feature?

Available on Starter Plan

1. Create Order for Price Difference (Automatic)
2. Create New Order with Full Item Price
3. Do Not Create New Orders

Available on Premium Plan

1. Add the exchange product to the original order

Updated on: 26/01/2026