Product exchanges
Let customers exchange an item for a different product from your catalog.
- In Settings → Return policy, select Edit next to a rule.
- Under Resolution options, select Allow product exchange.
- Select Save changes.
What the customer does
In the portal, the customer chooses Exchange for a different product and submits the return. On the next page, the customer searches your store and picks one replacement for each returned item. Only variants that are available for sale are listed.
What happens next
A product exchange works like a variant exchange. On a ship-back rule, ZenReturn creates the exchange order after the items are received. On a returnless rule, it creates the order when you approve the return.
ZenReturn prices each replacement at its current price in Shopify and takes the value of the returned items off the draft order. If the replacement costs more, the customer gets an invoice for the difference. If it costs less, the rest goes back to the customer as the rule says. The article "Price differences" explains both cases.