Hey, Jeremy
Thank you for taking the time to reply. The goal for all merchants is to streamline and automate our exchange/return processes; the reason Shopify’s native Self-Service Return feature was so appealing…
It allowed for returns to take place and for an exchange or refund to be issued based on what the customer’s intent was in the Notes section of the return portal…
Now, regardless of intent, Shopify has deemed all returns as Refund Owed transactions; the problem we are all having…
I’ve found my own workaround:
(1) Once a customer requests a return, I just create a return label and send it to them as opposed to approving the return right away.
(2) Depending on the customer’s intent in the note’s section of the return portal, I issue a refund or exchange once the unwanted item is received…
(3) If a refund was requested, I approve the return request and issue the refund. If an exchange was requested, I decline the return and add a customized note to the customer under the ‘Other Reason’ option…
As you can see, this is not ideal. What I’m proposing - maybe you can give this feedback to the developers that be - is that a Self Service Exchange option be created. It’ll have all the functionality of the self service return just without the weird adjustment to daily sales reports. Is that feasible?