Exchanging an item

Note

The Orders screen is available only in Shopify POS for iPad.

The best way to exchange an item is to refund it first using store credit, and then use store credit to purchase the new item that the customer wants instead.

If only part of a refund is being used to purchase another item, and the rest is being returned to the customer, then you can split the refund amount between the original payment method and store credit. The amount that's paid by the original payment method will be returned to the customer, and the amount that's paid by store credit will be used to purchase the new item.

This process:

  • reconciles end-of-day reports

  • reconciles inventory levels

  • avoids credit card refunds (minimizes transaction fees).

Note

Store Credit must be enabled on the Payments settings screen:

Store credit enabled

To make an exchange using store credit:

  1. On the Orders screen, tap the order.

  2. Tap Refund.

  3. By default, none of the items in the order are selected. Tap the items that are being returned to inventory. The refund total updates to display the refund amount based on your selection:

    Select returned items

  4. When you've selected the returned items, tap Done:

    Done button order screen

  5. Tap Add store credit:

    Add store credit

  6. Store credit is automatically used for the full refund amount. If only part of the payment is being used to purchase another item, then enter that amount under STORE CREDIT, and enter the remaining balance under the original payment method:

    Edit payment amounts

  7. Tap Confirm.

  8. When the refund is successfully processed, tap Done:

    Processing refund dialog

  9. Create a new order for the product(s) that the customer wants to purchase instead, and then tap Total.

  10. From the Select payment screen, tap Store Credit.

  11. Verify the amount, and then tap Complete order:

    Complete order

The purchase has effectively been exchanged and your inventory levels for each product have been properly updated.

Caution

Store credit is not attached to a customer account or issued as a receipt. If you want to offer a customer store credit towards a purchase at a later date, you should make a refund to a gift card or issue them a gift card instead.

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