Shopify POS Exchange Issue – Remaining Store Credit Balance Resets to Zero After Discount

Retail & Point of Sale
1

Hello Shopify Support,

We are using Shopify POS in our retail store and we have encountered an issue related to exchanges, discounts, and store credit calculations.

Here is the scenario:

  • A customer returned 2 discounted items for exchange:

    • 791.92 TL

    • 1,255.92 TL

  • Total store credit issued to the customer:

    • 2,047.84 TL

The customer then purchased new items with a total value of:

  • 2,469.70 TL

After applying our standard 20% discount:

  • Final payable amount becomes 1,975.76 TL

Since the customer had 2,047.84 TL in store credit, there should be:

  • 72.08 TL remaining as store credit balance.

However, Shopify POS reduces the remaining balance to 0 instead of keeping the unused 72.08 TL as available store credit for the customer.

It seems that during the exchange flow, when discounts and store credit are combined, the system prevents the customer from retaining the remaining balance, even though mathematically there should still be unused credit.

We would like clarification on the following:

  1. Is this the intended behavior of Shopify POS?

  2. Is this a known limitation or bug related to exchanges + discounts + store credit?

  3. Is there a recommended workflow to ensure remaining store credit is preserved correctly?

Thank you for your assistance.

2

Hi there. This situation is actually a known quirk of the Shopify POS exchange
logic. It happens because of how the system distinguishes between a direct swap
and a financial credit.

  • Exchange credit logic: When you use the exchange button, Shopify treats the return value as a one-time credit that is applied only to the current transaction. If the new items cost less than the credit, the system does not carry the balance forward automatically.

  • Discount timing: Because you applied the discount after the exchange value was calculated, the final price dropped below the credit amount. Since this was processed as an exchange rather than a separate refund and sale, the remaining 72.08 TL essentially disappeared into the net total.

To ensure your customer retains their balance, the best workflow is to refund
the original items to a gift card first. After that, you can start a fresh sale
for the new items, apply the 20 percent discount, and use the gift card as the
payment method. This will leave the remaining 72.08 TL safely on the card for
their next visit.

Hope this helps.

3

Hello @sercankasan ,
As we have seen the store credit available (2,047.84 TL) is higher than the final payable amount after the discount (1,975.76 TL). Therefore, the remaining balance should still be available for any future purchase, so the zero balance looks quite odd considering the normal calculations.

Possible recommendations at this point include:
Manually fixing the balance

After conducting the exchange transaction, you should go to:

Go to the POS
Go to the Customer Profile → Wallets → Store Credit → Edit

There, manually re-enter the 72.08 TL remaining balance. Note that in doing so, you must have the Manage a customer’s store credit permissions assigned to you.

Separating the transaction

Rather than conducting the return and the repurchase as part of the same exchange process, you might want to do it separately by:

  • Processing the return transaction, providing the customer with store credit and;

  • Starting another sales transaction where you will give the customer the available discount and their store credit

Contacting Shopify support

Seeing that the calculations show that the store credit should not have been fully used up, contacting support might be necessary.