Exchange an order item

Using the Shopify POS app, you can exchange a returned item for a new item. If there's a difference in price between the two items, then collect or pay out the difference during the exchange.


  1. From the Shopify POS app, tap Orders.
  2. Tap the order for which you want to create an exchange.
  3. Tap Exchange.
  4. On the Select items to return screen:
    1. Adjust the quantity of items being exchanged.
    2. Optional: Tap the Restock at this location to turn this option off. Otherwise, returned items are added to the inventory of the assigned location for your POS device.
  5. Tap Next.
  6. On the Select new items screen, select the new product from the products list to exchange the returned item for. On the New items page, you can also:
    1. Update the quantity of the new selected item(s).
    2. Optional: Tap Add more items if the customer wants to keep adding products to their order.
    3. Optional: Tap the Mark item as fulfilled option off to note that the item needs to be sent to the customer at a later date. A new order will be created for the item(s).
    4. Optional: Tap Attribute sale to staff to associate a staff member to the sale of the new item.
  7. After everything has been added, tap Next.
  8. Review the Exchange summary:
    1. Optional: Tap Add note to add a note about the reason for the exchange.
    2. If there's a balance remaining in the Amount due section, then tap Refund or Collect and complete the transaction. If there's no balance remaining, then tap Exchange.
  9. Optional: Print, email, or text a receipt to the customer.
  10. To complete the exchange, tap Done.
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