With exchanges, customers choose a replacement directly in your return form, and yayloh creates the exchange order in Shopify or Centra.
Exchanges are an add-on. To turn them on for your store, contact support@yayloh.com.
What customers can exchange for
Another variant of the same product, for example a different size. Which variants are available depends on how the product is set up in Shopify or Centra. If you've set up colors as variants, customers can also change the color. If each color is a separate product, they can't.
Another product at the same price (optional). yayloh turns this on or off for you.
You can also hide the exchange option completely for certain customers or items, for example sale items. See How to manage exchanges on discounted or sale items.
How an exchange works
The customer registers an exchange in the return form and picks a replacement. Only items in stock are shown.
The exchange is approved, either manually or automatically at a trigger: when the request is created, in transit, received or inspected OK.
yayloh creates the exchange order in Shopify or Centra, tagged and linked to the original order.
If the replacement is returned, the refund is processed against the original order, if you've turned this on.
Automatic approval is set up by yayloh if exchange automation is part of your plan. It runs about every 3 hours, not at a fixed time, and approves the exchanges that meet the conditions you've chosen.
Set up exchanges
Shopify: see Configuring exchanges for Shopify, including how exchange orders are placed and booked.
Centra: see Configuring exchanges for Centra.
Inventory: see yayloh exchanges – Inventory.
To handle exchange requests day to day, see Processing Exchanges in yayloh.
Common situations
The customer registered a return but wants an exchange, or the other way round
Change the request in the in-store form before it's processed. See Edit a return request in the in-store form.
The replacement is out of stock
Choose another size or product for the exchange in the in-store form.
Wait for restock. The dataset Incoming returned products by tracking status shows what's on its way back.
Offer a refund or store credit instead, by changing the exchange to a return in the in-store form.
The customer can't find a color they want
If each color is a separate product in your store, customers can only switch color when exchanges for other products at the same price are turned on.
The customer doesn't see the exchange option
Check your exchange settings: the country allow list, and the settings that block exchanges for free or sale items.
The request is already processed
It can no longer be changed in yayloh. Create the new order manually in your OMS, with the same tags and notes as other exchange orders, so it's tracked correctly.