You can handle returns and exchanges directly in the Shopify Admin. You can find the detailed guide in the Shopify helpcenter. All changes are transferred to Pickware in real time, so you can create the appropriate invoice corrections. This article shows different exchange scenarios and how they appear in the Pickware Admin and on the invoice correction, using a concrete example.

In this example, a product in the color beige was purchased, which is now to be exchanged in different ways.

This scenario applies when the returned product is damaged, for example, and the customer should receive a replacement. Here, the same product in the same variant (beige) was selected for the exchange.

In the next step, you can create the return and release the exchange product.

Once the exchange product has been released in the Shopify Admin, the order appears again in the WMS for picking. This way, you can pick and ship the replacement product just like a regular order.

This is what the order looks like in the Pickware Admin after the exchange product has been shipped:

Since in this case you replace the product with the same product, there is no change to the order items or the invoice amount, so no invoice correction is necessary.

If you create invoice corrections automatically via Flow (trigger Fully returned or Partially returned), an invoice correction will also be generated for this exchange as soon as the return is processed. You can find more on this in How can I have my invoice corrections created automatically?

If the replacement parcel should be packed differently than the original order, for example without a parcel insert, add a packing instruction to the order. It is displayed in the packing/shipping flow of the WMS App. You can find out how to do this in How do I add picking and packing instructions for orders?

This scenario occurs frequently: the customer doesn't like the ordered color, or the size doesn't fit as expected. So for the exchange, the same product is selected, but in a different variant (here: gray). Since both product variants cost the same, the difference amount is €0.

In the next step, you can create the return and release the exchange product.

Once the exchange product has been released in the Shopify Admin, the order appears again in the WMS for picking. This way, you can pick and ship the replacement product just like a regular order.

This is what the order looks like in the Pickware Admin after the exchange product has been shipped:

You can then create the invoice correction in the Pickware Admin.

Here, a different, cheaper product was selected for the exchange. This results in a difference amount that you have to refund to the customer.

You can process the refund directly as part of the exchange.

Alternatively, you can also process the refund at a later point by selecting the option Later at the bottom right under Rückerstattung ausstellen (Issue refund).

As soon as the exchange product has been released in the Shopify Admin, the order appears again in the WMS for picking. This way, you can pick and ship the replacement product just like a regular order.

This is what the order looks like in the Pickware Admin after the exchange product has been shipped:

You can then create the invoice correction in the Pickware Admin. The difference amount is shown as negative accordingly, since a refund has to be made to the customer.

If you haven't processed the refund yet, you will see the following reminder when you open the order in Shopify.

Here, a different, more expensive product was selected for the exchange. This results in an additional payment owed by the customer.

In the next step, you can create the return and fulfill the exchange product.

Once the exchange product has been released in the Shopify Admin, the order appears again in the WMS for picking. This way, you can pick and ship the replacement product just like a regular order. Of course, you can also wait to ship the exchange product until the customer has paid the outstanding amount.

This is what the order looks like in the Pickware Admin after the exchange product has been shipped:

You can then create the invoice correction in the Pickware Admin. The amount still outstanding is displayed correctly.