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 or return.
  3. Tap Exchange, select the item that's being exchanged, and then tap Next. Returned items are added to the inventory of the assigned location for your POS device.
  4. Optional: Click Select reason to display a list of options to choose from for the return.
    • If you click Next after the return reason screen, then you’ll be prompted to accept an Unknown return reason. For each reason, you can add a note.
    • If you select Other for the return reason, then you must input a reason. Return reasons aren't displayed for orders where there are items that are unfulfilled. Instead, a free form text field for refund notes is provided.
  5. Optional: If you don't want to return an item to your inventory, then tap Restock at this location, deactivate the restock option, and then tap Save.
  6. Tap Next.
  7. From the available products list, select an item to exchange for the returned item.
  8. Update the quantity of the selected item, add more items if needed, then click Next.
  9. Optional: Toggle Mark item as unfulfilled to note that the item needs to be sent to the customer at a later date.
  10. If there's a balance remaining, then tap Refund or Collect and complete the transaction. If there's no balance remaining, then tap Exchange.
  11. Tap Done.
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