Shopify POS // Exchanging Online Order through POS - Not applying original Discount Code

Retail & Point of Sale
1

Here’s the scenario:

  1. Customer purchases online and applies a discount code
  2. Customer walks into our physical location and wants an exchange for the same product but a different size

When doing the exchange, Shopfy POS does not apply the original discount to the exchange. There’s also no way to add the discount to the exchange.

Am I missing something in the POS UI?

Does Shopify POS not support the original discount on exchanges?

2

We had this on our store, and it’s unfortunate that Shopify doesn’t pick up the original discount and apply it automatically. However, maybe there are some circumstances where that would be undesirable/unworkable, so there are probably “reasons”.

It is, however, possible to add a discount to the exchange – although it’s a bit clunky. These are the steps we use:

  1. Locate the original order in the usual way and click on Exchange.
  2. Select item to return and then the new item for the exchange (again, as usual).
  3. At this point, the Exchange summary shows a difference in the return item amount (with discount) and the new item amount (no discount).
  4. To fix this, click the new item, and then on the next screen click the item again. You’ll now be on a screen with an option to “Apply discount to item”. Unfortunately, Shopify doesn’t give you the option to use a discount code here but you can at least recreate the discount with a % or fixed amount, along with some text.
  5. Click Save and Back twice; you’ll now be back on the Exchange screen with the prices for the new and returned items matching and a zero balance.

Like I said, a bit clunky, but once our staff know the process, it doesn’t add too much time to the transaction.

3

Any updates on this feature? It creates a lot of manual work for our retail teams as the only way to apply the discount in this case is to process the return, then create a new transaction (instead of processing an exchange…)

4

This is exactly how we are getting around. My store has many products on an automatic discount (lots of buy 2, save %) so it is really frustrating when one of the item is defective, and when going to exchange it, we must do this manually every time.

I really hope they can add a button that can apply the original discount if desired.

Code logic-wise, it wouldn’t be that hard…Just have a function which can call back the discount that was applied on the original order, apply it in the same manner to the new item to be exchanged, and DONE.