Process exchanges
Exchange statuses
Status | Description |
|---|---|
Pending Approval | Every new exchange request will be assigned this status |
Approved | This exchange request has been approved from the merchant |
Received | The merchant has been received the item from the customer |
Restocked | The merchant has been restocked the item to the warehouse |
Merchant shipped the exchange (mership) | After the merchant receive the item, they can create an exchange order, which will create a order pending on the difference compared to the new item on the Shopify order admin. Then, they shipped the exchange to the customer |
Resolved | The exchange request has been completed successfully |
Rejected | The exchange request has been rejected by the merchant |
Exchange management process flow
Buyer creates an exchange request:
- Go to the branded return page > Enter “Order Number” and “Email or Phone Number” > Find your order > Exchange and follow the instructions.
Click the “Exchange” button
Merchant reviews exchange request
View exchange request’s details
Go to management > Exchange tab, and you can see all the shoppers’ exchange requests. Click on this request to be redirected to the exchange management detail.
Approve / Reject request
- You can “Approve” or “Reject” to accept or deny it.
Ensure you verified the sender’s info and enabled all exchange notification templates to connect with your shoppers.
Mark as received
- Merchants can click the “Mark as received” if they received the items from the shoppers.
After marking as received, merchant can mark as restocked if the items were shipped to their warehouse. This is separate and does not affect the process flow to exchange management.
Create an exchange order
- After the merchant approves the request, they can create an exchange order. Then, they shipped the exchange item to the customers.
- Know more about Create Exchange order
After creating the exchange order successfully, the status would automatically be transferred to “Merchant shipped the exchange“
Refund if purchased items amount > exchanged items amount
In case the purchased item’s amount is greater than the exchanged item’s amount, merchant need to refund to the shopper
Resolve the exchange request
- After shipping the exchange items to the customer, merchants can click “Resolve” to end this exchange request.
Click the “Resolve” button
The exchange request was resolved
That is the process flow of exchange management, if you need any help, contact our chat support team now via live chat or email [email protected].
Updated on: 08/09/2025
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