Thanks for joining in on the conversation.
When was this order placed? If the order was placed less than 60 days ago and the items are still unfulfilled, then you could simply edit the order. Doing so will allow you tor remove the unwanted item and add a new item to the order. Have you tried this yet?
If you are unable to edit the order, then you could take advantage of one of the workarounds mentioned in this thread. In this case, I would suggest first cancelling the order in question. During this process, you don't need to refund the customer, since you're planning on issuing them a new order. Instead, you can simply apply a refund of $0.
Once that's done, you can proceed with creating a draft order and applying a 100% discount to the entire order before marking it as "paid". When you do this, your customer will not be charged at all. Once the order is created, you could also add an order note for your own personal records, indicating that it was a replacement order.
I'm curious to know if you've tried any of the workarounds suggested in this thread. Feel free to share an update here once you've had a chance to explore these options!
Julie | Social Care @ Shopify
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