What are the requirements for enabling Sell & Exchange?
Currently, Sell & Exchange is only supported for Shopify stores using GBP (£) as the store currency. Support for additional e-commerce platforms is coming soon.
You’ll also need to complete a Stripe Payouts account setup, which we can help you with. For a step-by-step guide, click here.
How does a customer request an exchange instead of a refund?
When using the returns portal, customers are given the choice between a refund or an exchange. If they select exchange, they’ll be shown a list of available products to choose from. This list is pulled directly from your Shopify store and reflects real-time inventory levels, ensuring they can only request items that are currently in stock.
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Where can I see exchange requests on the dashboard?
If a customer has requested an exchange as part of their return, you can find all the relevant exchange details under the “Exchanges” tab on the return details page.
Does the new exchange order get created automatically in Shopify?
Yes. When a customer initiates an exchange through the returns portal, a draft order is automatically created in your Shopify store. This draft order includes the replacement products requested by the customer and a note indicating it was generated via the At Last exchanges feature, along with the return name to help you match it to the return in the At Last dashboard.
Additionally, in the dashboard under the Exchanges tab, you’ll find a button that links directly to the corresponding draft order in Shopify.
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If I decide to reject an exchange request, how can I refund the customer if they've already been charged?
If the customer has been charged, you can issue a refund directly from the return details page. Under the Payment section, there is an option to refund the customer’s payment, where you can specify the amount to be returned to their credit card.
How much is At Last's payment processing & GMV fee on exchanges?
At Last charges a 2.9% + £0.30 fee on the value of the exchange items. This covers payment processing and GMV (Gross Merchandise Value) handling.
Can I add shipping costs for the new exchange order?
Can I exclude certain products from list of exchange options?
Can I add exchanges to the dashboard admin new return form?
Not yet. These features are not currently supported, but we're actively working on adding them soon.