Shopify needs to implement the ability to exchange orders on the POS like they used to be! Saying you now have to have POS Pro for this very simple function is absurd. And support’s answer is to return and repurchase an item. How exactly is that supposed to work when someone is trying to exchange a gift!? Right, it doesn’t. I had a customer trying to exchange the exact same item for a different color, and I literally cannot do this through Shopify. Returning the item as instructed would refund the gifter, and then the recipient trying to exchange their gift would have to pay for their exchanged item. This is NOT a solution. Do better, Shopify. Exchanging is a very simple process that was always included and needs to be available on all POS platforms. If you’re rolling out your own Store Credit system which I was told would be available to ALL users (not just Pro), then exchanging better be a component of that too.
Topic summary
Main issue: Exchanges on Shopify POS (point of sale) now require POS Pro, removing a previously available function from non‑Pro plans. Support’s workaround—process a return then repurchase—breaks gift exchanges because refunds go to the original purchaser and the recipient must pay for the replacement.
Impact: Stores cannot perform simple color/size swaps at the register for gifted items, hindering basic customer service. The feature was formerly included and is considered essential for in‑store workflows.
Requests: Reinstate exchanges across all POS plans. If Shopify’s upcoming Store Credit (promised for all users) is launched, it should include a proper exchange flow.
Responses: One participant empathizes and recommends contacting support for updates. No official Shopify input is present in the thread.
Current status: The original poster reports multiple, unsuccessful contacts with support and is posting publicly to prompt action. No resolution, timeline, or accepted workaround beyond return+repurchase.
Your frustration with Shopify’s current system for exchanging orders on POS is understandable. It’s important for platforms to provide solutions that accommodate various scenarios, including gift exchanges. You may want to consider reaching out to Shopify’s support team again to express your concerns and inquire about any upcoming updates or features that could address this issue.
I’ve done so multiple times and they’ve not done anything so I’m hoping posting this publicly will help expedite their response.