Variant exchanges
Let customers swap an item for another size or color of the same product.
- In Settings → Return policy, select Edit next to a rule.
- Under Resolution options, select Allow exchange.
- If you want, enter a Size chart URL under Exchange config. The portal shows a View Size chart link next to each item.
- Select Save changes.
What the customer does
In the portal, the customer chooses Exchange ("Swap for a different size or color of the same product") and submits the return. The next page lists the variants of each returned product with their prices. The customer chooses a new variant for every item. A variant without enough stock shows "(Out of stock)" and cannot be chosen. The page shows the price difference before the customer confirms.
You can approve an exchange only after the customer has chosen the replacements. Auto-approval also waits until then.
When the replacement is ordered
On a ship-back rule, ZenReturn creates the exchange order after the items are received: when you select Mark received, or when you select Settle exchange after the carrier reports delivery. On a returnless rule, it creates the order when you approve the return.
ZenReturn creates a Shopify draft order for the replacements and takes the value of the returned items off it, after any fees. If that covers the replacements, ZenReturn completes the draft order, and Shopify makes an order for you to fulfil. It ships to the shipping address of the original order. If the replacements cost more, the customer gets an invoice for the difference. The article "Price differences" explains this.
If a replacement sells out
ZenReturn checks the stock and price of each replacement again when it creates the order. If a replacement sold out after the customer chose it, ZenReturn creates no order and emails you. Restock the item and retry the resolution from the return page, or agree on another resolution with the customer.