Most of my products are the same price.
After my customer placed an order, she asked me to change it to other item after I already fulfilled on the system.
I couldn’t find anywhere to process that request.
I ended up just manually adding/ reducing inventory.
Am I missing something?
I use debut.
My website is
Thank you!
Meg
Hi, @MegT !
I’m Miles from the Social Care team at Shopify. Great question!
Once an order is marked as fulfilled, it’s not able to be edited, however, you can always unfulfil it which will make the order editable again. To unfulfill an order, and edit it, follow these steps:
Check the order is not archived by going into the order and clicking “More Actions” next to “Edit”.
Click “Unarchive” if the order is archived.
Click “More” underneath the fulfilled products and then click “Cancel Fulfillment”.
Now the order is unfulfilled, you’re able to click edit at the top of the order to replace the item with a new one.
There are a couple of things to be aware of when editing orders, such as keeping an eye on the shipping and discounts on the order, as they may also need manual intervention when editing an order. You can learn more about that here.
Thanks again for the question.
Have a great day.
Hi @Miles ,
Is there any plan for the future for Online exchanges to be able to be processed the same way as POS - Return one item (-1) and sell one item (+1).
It is quite ridiculous to not have a simple refund receipt or exchange procedure for online stores when you must be aware of the number of exchanges arising from online sales.
This would eliminate numerous problems especially with the work around most people are using by return the stock but not refunding the money and they selling the new item at $0.00. Stock is correct but profit margins on items are very skewed.
Hi, @BLKPNTS1 !
Thanks for your feedback on this. We do have some feedback on this provided by other merchants, so I’ll add in the points you’ve raised as well. At this stage, I can’t guarantee it’s something Shopify will implement, but I can tell you that it’s being actively looked at at the moment. I totally agree that it’s a feature that’s worth adding in, so hopefully we can get something going for you.
In the meantime, there are some workarounds that you can use while we look into the functionality for you. I’ve listed them below, but feel free to let me know if they’re not suitable.
I understand these workarounds aren’t ideal, but as I mentioned above, we are aware this feature is widely requested and are working on if it’s something we can include in the platform.
We’re here 24/7 if you have any questions at all.
Hi @Miles ,
Thank you for the ideas - however my current workaround doesn’t involve the customer having to do anymore work than just sending the product back to me, which is the goal, the easiest customer experience I can provide. As I don’t have bricks and mortar store so our online experience is all they have. It would also be preferable to send them a new invoice showing he return of the previous item and the purchase of the new item. A record of the whole transaction.
I am just trying to reduce manual work, extra steps, and more opportunity for errors while increasing the accuracy of my reports.
Hey, @BLKPNTS1 !
I come to you today with some news. Shopify is launching online returns for merchants without physical stores on October 19! We’re still working on adding public help guides to our Help Center, but I thought I would let you know in advance as you brought up this concern last week, but remember it won’t be available until October 19. The return workflow is available for orders that have at least 1 fulfilled line item that has not been refunded. If no line items have been fulfilled, the order should be refunded and/or restocked instead. Creating a return will be a non-reversible action.
After the launch, I’ll reply to this thread once more with some more specific instructions on how to process returns, but I hope this new process will be helpful to you!
As always, please let me know if you have any questions at all.
Hey @Miles ,
Very exciting news! I will be excited to see how it works on the 19th. Thank you for letting me know.
Hi, @BLKPNTS1 !
Just wanted to send you a quick note to say that the new feature is now rolling out on Wednesday, so I will be in touch then!
Thanks!
@Miles I cant wait!
@Miles , is there any updates?
Hi, @BLKPNTS1 !
My apologies for the delay in getting back to you. I’m waiting to hear an update on this as we speak. As it’s Sunday, I don’t expect to receive a reply today, but it was pushed slightly due to the release of the new Shopify Admin last week. There were a couple of hiccups with that release, but now they’ve been ironed out, we’re just waiting on the green light.
I’m excited to share the changes with you, and you’ll be the first to know as soon as I’ve got some solid information.
Thanks so much for your patience!
Hi @BLKPNTS1 !
Today is the day! Below, I’ve outlined a little about what returns will look like for online orders. I just want to note, we are doing a gradual roll-out this week, so it may not be live just yet in your store. This is also a very new release, so feedback is essential. If something isn’t working as planned, please let me know so I can provide the feedback to our team for you so we can keep making the process better and better.
You can create a return from an existing order that has at least one fulfilled line item that has not yet been refunded. If no line items have been fulfilled, then you should refund and restock the order instead. If your order has been archived, it must be unarchived before you can create the return.
After you create a return, you can send any return shipping information to your customer and track the return. Use the Orders page to manage all of your returns by filtering on the return status. After you receive and inspect the items, you can issue a refund, and restock applicable items.
You can’t cancel returns.
If you choose to create a return label, you’re prompted to create and send the label. For instructions, refer to creating and sending return labels.
I’m excited to share this new feature with you. As I mentioned earlier, if you have any questions or feedback, please let me know!
@Miles , Oh wow this is disappointing - we must have got our wires crossed i asked to be able to exchnage items the same was POS does - nothing at all about generating return labels - i can very easily return and refund products the issue i have an the original poster have is exchnaging items.
Hi @BLKPNTS1 !
Just a quick message to let you know I’ve not forgotten to reply to you. It seems we did have our wires slightly crossed, so I apologise for that.
In the background, I’ve been working on testing this feature out for you and tried to process a return item to an order, then add in a new product as an exchange. At the moment, this is not working as it’s still requiring the customer to be refunded and then pay for the new item instead of just a simple exchange. I’m currently chatting with our products team to come up with a solution. I cannot guarantee anything just yet, so I’ll let you know if I get any headway.
I wanted to leave this message here just so you know I’m not ignoring this and I’m gonna do my best to get this working for your needs. It’s something a lot of merchants are asking about for sure.
Thanks!
Hi @Miles ,
Thanks for following up the product exchange feature request, this is something we are also interested in.
Is there a dedicated feature request/forum for this that we can ‘vote’ or show our support for?
Thanks
Hi, @Jake211 !
Our feature request program is an internal process we use here at Shopify. We don’t currently have a public version, but that in itself is a great idea. In the meantime, I’ll raise this as it’s own request to our developers.
In regards to the exchange feature, I’ll keep you in the loop as well with any updates I get on this. I don’t anticipate to have much movement on it this week, so keep an eye peeled next for an update, even if the update is that there are none.
I appreciate you tagging onto this thread. Please feel free to browse around the community and add in any feedback you’re interested in seeing implemented. Many hands make light work, so it’s awesome to see you on board.
Cheers!
Thanks @Miles , I look forward to hearing from you eventually!
Thanks so much for your patience while I looked into this for you both. At this stage, manual returns is not an option we’re able to add just yet. I’ve added both your details to the feedback so our team can look at this in future.
In the meantime, I’ve had a look at some potential workarounds for you. We have a few different apps in the Shopify App Store that may be useful. I’ve narrowed down 2 that might be of some interest to you though.
I understand extra cost can be hard, but one of those apps does have a free option for up to 3 returns per month, so depending on your volume of returns, it may be useful.
If you have any questions at all, please let me know.
Thanks @Miles ,
Appreciate the info and support.
It would be fantastic if Shopify eventually offered a stand-alone solution; I look forward to any future updates.
@ miles,
I already have a work around - in actual fact it works really well.
@Jake211 a place where we could vote for feature and suggest features is an amazing idea, maybe then it would stop multiple discussion request for the same feature and actually highlight what we the users require.
