How do customers request an exchange or store credit without a return app?

Store Design
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Topic summary

A merchant setting up their Shopify store is considering whether to use a returns app like FlexReturn and wants to understand how exchanges and store credit work without one.

Without a returns app:

  • Exchanges must be handled manually: customers email their request, the merchant creates a draft order for the replacement item, and coordinates the swap via email
  • Store credit isn’t natively supported, but merchants can issue gift cards as a workaround—customers receive a gift card code equal to their return value
  • Refunds to the original payment method are built-in and straightforward

Community recommendations:

  • Small/new stores often start with manual processes (email coordination + draft orders + gift cards) to avoid app fees
  • As return volume grows beyond a few per month, apps like FlexReturn or ReadyReturns become worthwhile for automation
  • Returns apps offer customer-facing portals, automated shipping labels (including QR codes for label-free dropoff), and streamlined exchange/credit workflows

Current status: The discussion remains open with no final decision from the original poster about which approach to take.

Summarized with AI on October 24. AI used: claude-sonnet-4-5-20250929.
1

I need help. I am setting up my store.

I was going to sign up for a return app on Shopify. Flexreturn.

My question is.. how would my customer request an exchange or store credit..If I do not sign up for one of these apps???

Please share your experience with me.

thanks so much

2

Hi there, @kozeewear !

Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!

With regards to your inquiry, refunds and exchanges can all be done within the Shopify admin; no apps are needed to do this. Please visit this help document as it will walk you through these processes.

Let me know how this works out to what you are looking for. Feel free to also share any information about your business so we can get a better understanding of your situation.

1 Like
3

I highly recommend ReadyReturns, because it goes beyond basic refunds. You can easily offer store credit, exchanges, or other options that keep shoppers engaged and often turn returns into new sales. The actual return process is just as easy—customers get an Amazon-style QR code they can drop off at UPS, no boxes or labels required.

This style of returns where the focus is on customer experience is what sets top performing brands apart from its competitors.

4

Hi @kozeewear ,

By default, Shopify does not have a built-in exchange or store credit workflow (outside of Shopify Plus with some customization). That’s why so many merchants end up using a returns app like FlexReturn, Loop, Returnly, etc.

If you don’t use a return app, here’s how exchanges and store credit usually work in a more manual way:

1. Exchanges Without an App

  • Customer emails you (via your Contact page, or a dedicated “Returns/Exchanges” email).
  • You ask them what item/size they want instead.
  • You create a manual draft order in Shopify for the new item, and either:
    • Charge $0 if it’s a straight exchange and they mailed the other item back, or
    • Charge only the difference in price if the new product costs more.
  • You manually fulfill the new order after receiving the original item back.

This works but is labor intensive because you need to coordinate by email.

2. Store Credit Without an App

  • Shopify doesn’t have “store credit” natively, but you can issue gift cards instead.
  • Workflow:
    1. Customer requests store credit.
    2. You create a gift card in Shopify admin and set the value (equal to the returned product).
    3. Send the gift card code to the customer — they can use it just like cash at checkout.

This is the most common workaround. Many small shops use gift cards as “store credit” until they grow big enough to justify a return/exchange app.

3. Refund Alternative (simplest)

  • If you don’t want to manage store credits/exchanges manually, you can just refund to original payment method.
  • This is built in and straightforward, but customers won’t always like losing the option of store credit.

What Other Merchants Do

  • Small/new stores: run everything manually via email + draft orders + gift cards.
  • Growing stores: sign up for an app like FlexReturn to automate labels, exchanges, and credit tracking.
  • Large stores (or Plus): invest in custom workflows or advanced returns software.

My advice:
If you’re just starting out, you can totally run manual exchanges and gift card credits — it saves you app fees while you’re still testing your sales volume. But once you start getting more than a handful of returns per month, you’ll find that the automation in apps like FlexReturn saves you a lot of time and avoids mistakes.