Merchants are requesting a native Shopify “replacement order” workflow for cases such as defective, damaged, missing, or warranty-related products. The desired feature would link replacements to the original order, record the reason, handle whether a return is required, deduct inventory correctly, create fulfillment, sync with ERP systems, and avoid counting replacements as new sales revenue.
The discussion agrees that current workarounds—draft orders, discounts, exchanges, or third-party tools—are unnecessarily manual and can complicate inventory, reporting, and support operations.
A temporary workaround was suggested: duplicate the original order, apply a 100% “Replacement” discount, tag the order, and note the original order number so inventory is deducted on fulfillment while net sales remain zero. If the item is returned, use Shopify’s return/exchange flow on the original order instead. For ERP integration, Shopify Flow can trigger on replacement-tagged orders and send the original order number via HTTP request.
No official resolution or Shopify-native feature is reported; the request remains open.
It would be very helpful if Shopify could add a dedicated Replacement Order function for defective, damaged, missing, or warranty-related products.
Ideally, merchants could link the replacement to the original order, select the reason, decide whether a return is required, deduct inventory correctly, create a new fulfillment, sync with ERP systems, and avoid counting the replacement as new sales revenue.
At the moment, merchants often need to use draft orders, discounts, exchanges, or third-party tools, which can make a simple replacement process more complicated than necessary.
We appreciate Shopify’s continued product development, including the new AI features, and hope core after-sales workflows like replacements can also receive more attention.
+1 from me. A built-in replacement order feature would simplify after-sales support, keep inventory and reporting accurate, and remove the need for manual workarounds. This would be a valuable addition to Shopify.
Agreed, this one’s overdue. Until Shopify builds it, here’s the setup that keeps things cleanest for me.
If nothing is coming back (damaged or lost in transit), open the original order and use More actions, then Duplicate. That gives you a draft order with the same items. Add a 100% discount with the reason Replacement, tag it replacement and put the original order number in the notes, then create the order. Inventory comes off when you fulfil it like any other order, and net sales stays at zero because the discount cancels it out.
If the customer is sending the item back, create the return on the original order and add the new item as an exchange instead, so it all stays on one order.
For the ERP side, a Flow on Order created that checks for the replacement tag and sends the original order number over with an HTTP request covers most setups.