POS - Multiple Exchanges

Silvia_2104
Tourist
3 0 11

Hi,

At present, Shopify POS has a limitation on the amount of exchanges allowable. It only allows one exchange on a transaction.

 

Example:

If a customer purchases a pair of shoes, comes and swaps them for another size, and then decides that they want another shoe altogether. This isn't an odd purchase pattern, and occurs for one particular client at least twice a week.

 

The first exchange occurs as per normal, generating a new receipt etc. If you try to exchange the second order, it will not give the option of exchange and will only allow a refund on the Shopify admin. As the first exchange runs on 'exchange credit' however, if you do a refund it will not match up with the actual refund type (cash / credit / etc.). To me this seems like the exchange method is flawed and inflexible for real life retailer scenarios.

 

Shopify Support recommended using draft orders. This doesn't really fix my issue on POS, nor does it make sense to do - we can't anticipate which clients will want to do multiple exchanges. My only conclusion is that my client should refund every exchange and resell as a new product (which from memory is basically what they expected a merchant to do prior to the exchange function existing?). Has anyone else encountered this, and found a good workaround - this is going to be a dealbreaker for my client, who is already unimpressed with Shopify as a POS solution.

Replies 37 (37)
lyates
Tourist
9 0 8

I agree. My old system could do that no problem. But I can live without that feature....the exchanging issue is huge. As a store manager, I should be able to decide if a item is exchanged or not.......

JJ-miras
Tourist
6 0 5

It would be nice if Shopify would at least chime in on this.
Maybe we should ask on Twitter...

lyates
Tourist
9 0 8

Sorry I am not into twitter but I have commented on their Facebook ad. 

I am constantly sharing it with Shopify support people....as late as yesterday. She finally confirmed what I was thinking. They were originally set up to do online only. Since they have added brick and mortar stores, they are encountering these problems......I think all of their team should have to "work" in retail for a period of time and see the problems we are encountering.......

Ellen5
Tourist
6 0 0

Here is what I do for multiple exchanges:

Scenario : customer buys skirt, customer comes back to exchange the size, then comes back again to return the skirt completely.

The first exchange I process as normal, using exchange credit from the original skirt purchase to buy the skirt in the new size.

When the customer comes in again to return the skirt completely (or exchange it again - it would be the same work flow) I have my sales associates call me when they see the POS message that Shopify can only process this from the back end. I go into the exchange order (the new skirt size) on the admin and I refund the skirt to exchange credit. Then I create a new order on POS and I buy a gift card for the customer with “store credit” for the exact amount of exchange credit I refunded.

I know that this doesn’t give the customer their money back on their card, but I tell them that they they technically didn’t buy the skirt the second time with their card anyway, they bought it with the store credit from the original order. Sometimes this obviously creates confusion but most customers understand…. 

I don’t know if buying a gift card with “store credit” for the amount refunded to “exchange credit” works out okay on the books …. But I have not figured out any other way…. I honestly don’t know where the “exchange credit” goes when it is refunded…  I read the comment from someone on here that after you refund to exchange credit you can go back to the very original order and put money back on the customers card …. But I typically prefer to put it on a gift card anyway and it doesn’t give you an option to put the original order refund on a gift card.

Let me know if anyone has feedback on this!! Thank you

Will_Cervarich
Excursionist
20 0 21

Hi Ellen5!

If it were our bookkeeping, we’d want to see the refund of exchange credit being reapplied as the payment method for the purchase of the gift card, so using Store Credit for that wouldn’t be the best for us. It would make it look like we pulled a store credit out of thin air, when we didn’t.

A slight tweak that might make your bookkeeper/you happier would be to create a manual payment method on POS of Exchange Credit (not to be confused with the natively supported payment method that happens when you created that first exchange). This way, when you refund to Exchange Credit on the web admin, you can then “spend” that with the same payment method on POS. It may not always appear on the same lines in Shopify reports, but should be fairly easy to reconcile.

hope that’s helpful! (But what would be the most helpful is Shopify modifying their POS to support this without these types of workarounds. )

-Will

lyates
Tourist
9 0 8

My problem with this is that I am not 100% available to do this every hour I am away from the store. I don't want customers hindered by Shopify limitations......

lyates
Tourist
9 0 8

Exactly this...

I have worked in retail for over 25 years and have never had limitations on the amount of times items can be exchanged.....Crazy.....

Ellen5
Tourist
6 0 0

Thank you so much for your reply!! I understand what you mean and that was very helpful. I am confused about where the return to "exchange credit" even goes to... or how I access that? I kind of thought about exchange credit like a cloud ... and store credit like a cloud as well... because I don't use store credit for anything else other than to help me with these work arounds. I use gift cards fully separately from store credit. And every time I use store credit I make sure that it exactly matches what I refunded to "exchange credit".

This is definitely not ideal... I agree with you (and everyone else) that it would be helpful if shopify supported multiple exchanges. Thanks again!!

Will_Cervarich
Excursionist
20 0 21

Hi @Ellen5!

For our bookkeeping, we like to see those payment methods completely zero'ing each other out. It sounds like that's the case for you, too. I think your cloud analogy is a good one. These are both really just virtual payment methods with a name. The names could be elephants and rhinos and they'd still function the same way  (or we could call them A and B as I do below)

Sounds like your store is OK with merging the two clouds and as long as all the debits and credits across both clouds add up to zero, you're happy (A - A + B - A + A - B + A - B = 0). For our store, we want the individual clouds to add up to zero independently of each other (A - A + A - A + A - A = 0 and B - B + B - B = 0) I think both approaches are totally fine. I just like the cleanliness of the papertrail with the secondary Exchange Credit manual payment method. Of course, it relies on staff to process things correctly, so that's a consideration, too. Is it easier to just have one virtual payment method (Store Credit) or two and different rules about when to use each...

Take care!
-W

Walter_Manning
Excursionist
24 0 34

This problem really needs to be fixed. This issue comes up quite a bit and the workarounds are ridiculous and make no sense. 

It really makes my sales associates looks like idiots which is probably the worst part. 

Multiple exchanges and returns need to be implemented on this POS - and I'm paying for the PRO version of it...