What is Shopify native exchanges and how does it work?
Shopify Native Exchanges allows At Last to use Shopify’s built-in returns and exchanges system, instead of creating a new draft order for exchanges.
Step 1: Update your app permissions
Before enabling Shopify Native Exchanges, you’ll need to accept the latest At Last Shopify app permissions.
For step-by-step instructions, please read this guide: https://intercom.help/at-last-for-business-support/en/articles/13726320-how-to-update-the-at-last-shopify-app-permissions
Step 2: Enable Shopify Native Exchanges
Once enabled, when a customer requests an exchange:
The return is created using Shopify’s native returns system.
The original order in Shopify is updated to show that a return is in progress.
An unreleased exchange item is added to the order.
You can review the return and exchange details in the At Last dashboard.
Step 3: Release the exchange item
After reviewing the return in the At Last dashboard, you can release the exchange item by initiating a standard refund (with Shopify Refunds enabled).
For more information on Shopify Refunds, see: https://intercom.help/at-last-for-business-support/en/articles/12141149-shopify-refunds-faqs
Step 4: Fulfil the exchange
Once the refund is successfully processed:
We update Shopify to close the return.
The exchange item is released.
Shopify automatically creates a new unfulfilled shipment containing the exchange item.
You can then fulfil this shipment as normal.
If the customer paid extra for the exchange item those funds are captured within our returns portal and transferred to your Stripe Connect account. We mark the new exchange item in Shopify as paid.
All return and exchange activity is visible both in the Shopify order view and in your At Last dashboard.
