Let customers exchange an item for another size, color or product directly in your return form. yayloh creates the exchange order in Shopify for you.
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 offered depends on how your products are set up in Shopify. If colors are 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. The bonus tolerance setting below applies to this option.
How exchange orders are placed
Your core configuration decides when the exchange order is created and how it's booked in Shopify. It's set up by yayloh, so contact support@yayloh.com to change it.
Option | How it works | Booked as |
Direct order | The order is created immediately. | 100% discount, or marked as paid (Default) |
Draft order/approve | yayloh creates an exchange draft. The order is created when the draft is approved. | 100% discount, or marked as paid |
OMS draft order | yayloh creates a draft order in Shopify. On approval, the draft is converted into an order. Stock can be held while it waits. | 100% discount, or marked as paid. The discount is added on approval, not to the draft. |
Approving exchange drafts
Exchange drafts are approved in yayloh, either manually or automatically at a trigger: when the request is created, in transit, received or inspected OK. Automatic approval is set up by yayloh if exchange automation is part of your plan, and runs about every 3 hours.
Using OMS draft orders? Always approve them in yayloh, not in Shopify. Approving in Shopify unlinks the draft from yayloh, and approving it in yayloh afterwards gives an error. If that happens, reject the exchange draft in yayloh.
Inventory
Customers only see items that are in stock. You can also hide low-stock items, hold stock on OMS draft orders, and check stock per Shopify Market. See yayloh exchanges – Inventory.
Extra configurations
You can change these yourself under Settings > Exchange.
The exchange order
Shipping method: leave it empty, use the same method as the original order, or set one shipping name for all exchanges.
Order name prefix: names exchange orders as {Prefix}{original order number}-{draft number}, for example EXC-991550-1095132741786. Without a prefix, your usual order names are used.
Zero-value refund on the original order: adds a €0.00 refund to the original order's timeline when the exchange order is created, marking the items as returned (no restock).
Refund the original order if the exchange is returned: refunds are processed against the original order, automatically if you use automation.
Who can exchange what
These settings hide the exchange option completely for the items or customers they apply to:
Allow list of countries: by default, all customers can exchange. Add countries to limit exchanges to them.
Block exchanges if the selling price is 0, for example for free or already exchanged items.
Block exchanges if the selling price is lower than the original price, for example for sale items.
For exchanges for other products at the same price:
Bonus tolerance: allow discounted items to be exchanged for products at the same original price. For example,
0.15allows items up to 15% below the original price. See How can we manage discounted items with the exchange feature?
Good to know
Tag and note: every exchange order gets a
yayloh-exchangetag and a note with the original order number.Draft number in the order name: exchange order numbers include a draft number, so several exchanges from the same order can be told apart.
Product summaries: yayloh imports color and material from your metafields and product tags, and shows customers a short AI summary of each product.