Exchanges showing as returns and showing incorrect sales data.

Technical Q&A

Topic summary

Shopify’s built-in exchange feature is being recorded as “Returns” in reports, inflating return metrics (reported ~30% vs actual ~5%). Exchanges (item swap without a refund) are not distinguished from returns (refund for returned item), leading to inaccurate sales/returns data.

  • Impact: Skewed reporting in sales channels and misleading performance analytics.
  • Request: A way to process exchanges so they’re tracked separately from returns and reflected correctly in Shopify reports.
  • Status: No answers or workarounds shared; the issue remains unresolved and the question is open.
Summarized with AI on December 15. AI used: gpt-5.
1

We have started using the built in exchange feature in Shopify to streamline our processes but this is causing issues with our reporting.

All exchanges show as “Returns” in our reporting inflating the figures showing returns as 30% or more when the actual number is closer to 5%.

Is there a way to process exchanges in Shopify that shows the data correctl