Exchanges At The Counter

outline where the resolution is an exchange, your team selects the replacement items from your live catalogue as part of the return so the customer walks out having chosen their replacement, not waiting on an email exchange items are selected before the review step, because the exchange is what determines whether the customer owes anything swapping size or colour most in store exchanges are the same product in a different size so the flow starts there for each item being returned, the other available variants of that same product are offered first the screen shows which item you're on "item 1 of 2" along with the returned item's details only variants that are in stock and different to what the customer is returning are offered skip moves to the next returned item, if the customer wants something else entirely skip all goes straight to the full product search variants chosen this way go into the cart with their current price choosing something else once you've worked through or skipped the returned items, you get the full product search search your catalogue by product name tap a product to open it and choose the variant and quantity availability and pricing come from your store in real time, in the customer's currency the cart the cart lives in the footer and expands upward when opened, rather than covering the screen with a popup it shows each item added, with the option to remove it the credit from the returned items being applied any bonus credit the customer is entitled to the running breakdown what the exchange comes to, what the return credit covers, and what's left to pay or refund the action button in the footer shows the number of items in the cart, so staff always know what's in it without opening it overriding a price individual cart items can be price overridden from the cart use it for a goodwill price match or an in store promotion the catalogue price doesn't reflect the override applies to that exchange only and doesn't change your catalogue where the exchange is fulfilled from on shopify stores, the review step shows a fulfilment location dropdown under each exchange item it sets the shopify location the replacement is fulfilled from, which is what you want when the customer is walking out with the item in hand the store you're lodging at is preselected, as long as that drop off location is linked to a shopify location see setting up docid\ py07jjq557sxsthieyhgz change it per item where a replacement is coming from another store or your warehouse choose any location in stock to leave it to shopify and your exchange inventory settings, which is what happens when nothing is chosen marking a replacement as fulfilled when an item's fulfilment location is the store you're lodging at, a mark as fulfilled toggle appears under the dropdown leave it on for anything the customer takes with them, and the replacement is marked fulfilled in shopify as the return is lodged, so nobody has to go and fulfil it by hand later outbound shipping on the exchange the exchange resolution's configured outbound shipping price applies by default the button at the top of the exchange screen shows the price currently in effect, and opens a dialog to change it set it to zero where the customer is taking the replacement with them which is the usual case at the counter set a different amount where you're shipping the replacement to them clear the field to fall back to the price configured on the resolution when the exchange costs more if the exchange comes to more than the credit from the returned items, the difference becomes an amount owed by the customer your team doesn't take their card see taking payment for an exchange docid\ vhkackocssvbh9s5kvwtg if the exchange comes to less, the difference is handled by your resolution's settings in the usual way see refunds of the difference docid 5c0qwp2ujai9kpe hvt3i video this walkthrough shows a store team member lodging a return at the counter and resolving it as an exchange