Huge issue with this right now. Customer is demanding their money and we have no clue what to do with the Exchange Credit BS. I guess we need to start looking for a new POS since this is not the only issue we encountered the last year and a half we have been using it.
Hang in there. Go into the original sale and refund the customer. Don’t select a product to refund, just choose the amount that you want to credit them. Then make sure you offset that refund against the exchange credit in your accounts. Shopify really need to allow refunds on exchanges.