You can process returns and exchanges directly in the Shopify Admin. You can find the detailed instructions in the Shopify Help Center. All changes are transferred to Pickware in real time, so you can create the matching credit notes. This article shows different exchange scenarios and how they are displayed in the Pickware Admin as well as on the credit note, 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 is relevant when, for example, the returned product is damaged and the customer should receive a replacement delivery. 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 is displayed again in the WMS for picking. This allows you to 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're replacing the product with the same product, and neither the order line items nor the invoice amount change, no credit note is necessary.

This scenario occurs frequently: the customer doesn't like the ordered color, or the size doesn't fit as expected after all. So the same product is selected for the exchange, but in a different variant (here: gray). Since both product variants cost the same, the difference amount is €0.00.

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 is displayed again in the WMS for picking. This allows you to 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 credit note in the Pickware Admin.

Here, a different, cheaper product was selected for the exchange. This results in a difference amount that you must 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 time by selecting the Later option under Issue refund in the bottom right.

As soon as the exchange product has been released in the Shopify Admin, the order is displayed again in the WMS for picking. This allows you to 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 credit note in the Pickware Admin. The difference amount is displayed as negative accordingly, since a refund to the customer needs to be issued.

If you haven't processed the refund yet, you'll 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 charge for the customer.

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

Once the exchange product has been released in the Shopify Admin, the order is displayed again in the WMS for picking. This allows you to pick and ship the replacement product just like a regular order. You can of course also wait to ship the exchange product until the customer has settled 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 credit note in the Pickware Admin. The outstanding amount is displayed correctly.