Advanced Exchanges

Getting Started

Overview

Advanced Exchanges let customers exchange a returned item for a different product, not only another size or color of the same product. You decide which products are offered, and whether customers pay or get back the price difference.

Each exchange setup is a Product Exchange rule. Rules live in Settings > Returns, in the Product Exchange section at the bottom of the page.

Prerequisites

• Exchanges Offered must be turned on in Settings > Returns > Exchanges. The Product Exchange section is hidden while exchanges are off.
• To use the Upsell or Upsell & Downsell exchange methods, connect Stripe in your Integration settings. Without Stripe, you can’t select another exchange method, and new rules use No Price Adjustments.
• Create the Product Groups you want to use before you build a rule.

Features and Functionality

Which returned items a rule applies to

Use the rule’s conditions to choose which returned items it applies to. Product Exchange rules support two conditions, both describing the item being returned:

• Product Group — the most common setup, such as “returned item is in Jackets.”
• Product Tag (At Purchase)

Leave the conditions empty to apply the rule to every returned item.

If several rules match the same item, only the highest-priority rule applies. If no rule matches, the customer can exchange only for another variant of the same product, with no price adjustments.

Exchange type

• Other Products — customers can exchange for products in the product groups or tags you select.
• Variants of the Same Product — customers can exchange only for another variant of the product they are returning, such as a different size or color. Use this when you want a rule’s exchange method or inventory threshold for same-product swaps.

Products offered for exchange

When the exchange type is Other Products, select what customers can choose from:

• Product Groups — products that belong to these groups are offered for exchange.
• Product Tags — products tagged with these tags are offered for exchange.
• Match All Tags — appears once you select a tag. Turn it on to offer only products that have every selected tag. Leave it off to offer products that have at least one selected tag.

You need at least one product group or product tag.

Exchange method

The Exchange Method controls what happens when the new item has a different price:

• No Price Adjustments — customers are not charged or refunded for price differences. This is the default, and the most common setup.
• Upsell — customers pay the difference when they choose a more expensive item. No refund is issued if they choose a lower-priced item.
• Upsell & Downsell — customers pay the difference for a more expensive item and get the difference back for a lower-priced item.

The exchange method does not limit which products appear. Customers see every eligible product regardless of price, so use your product groups and tags to keep the options in a sensible price range.

Allow Variant Exchange Without Adjustment

This switch appears when the exchange type is Other Products and the method is Upsell or Upsell & Downsell. When it is on, a customer who picks a different variant of the same product they are returning is not charged or refunded, even if that variant has a different price. Cross-product exchanges still follow the exchange method.

Minimum Inventory Available to Customer

Variants with fewer units in stock than this number are not offered for exchange. A product with no remaining variants is hidden. Leave the field empty to use the Minimum Inventory Available to Customer setting in Settings > Returns > Exchanges. A rule value of 0 also uses the Returns setting. Set the Returns setting to 0 to skip the stock check, so out-of-stock variants are offered.

Filter and search

When the exchange type is Other Products:

• Filter And Search — lets customers search the offered products and filter them by option, such as size or color. It is on by default.
• Excluded Options — appears when Filter And Search is on. Option names to leave out of the filters, such as Title. Excluded options are still searchable. Option names must match exactly.
• Order Products By — appears when Filter And Search is on. Choose Alphabetical (A-Z) or Newest First.

Customer Experience

1. The customer selects an item to return and chooses an exchange.
2. Corso shows the products allowed by the matching rule, with the current product highlighted. Customers can search and filter if you turned that on. Products are shown eight per page, or four on mobile.
3. The customer picks a product and variant. Options with no available variant are grayed out.
4. If the price is different and your exchange method allows an adjustment, the customer sees how much they’ll pay or get back.
5. On the return summary:
   • If they owe money, they enter card details on the return summary, and the card is charged when they submit. (With Instant Exchanges, a hold is placed instead.)
   • If they are owed money under Upsell & Downsell, the difference is issued as store credit or a refund. When you offer both, the customer chooses under Refund Method, with store credit selected by default.

Admin Experience

After a claim is submitted, the claim shows the requested exchange and any price difference. On return claims, click the dollar icon (View Ledger) on the Claim ledger card to see credits, deductions, payments, and the net balance. For more detail, see Returns Ledger.

When the claim is finalized, Corso creates a new Shopify order for the exchange items, discounted to $0 with your Exchange Order Discount Code. If Consolidate Exchange and Replacement Orders is on and the claim also has a replacement, the Replacement Order Discount Code is used instead. If your store uses Return Processing, exchange items are added to the original order instead. Any upsell payment is collected through Stripe, not on the Shopify order. Claims can be finalized manually or with an Auto-Finalize Claim rule.

How to Create a Product Exchange Rule

1. Go to Settings > Returns and scroll to the Product Exchange section.
2. Click the add button to create a new rule, and give it a name.
3. Add a condition, such as Product Group is in Jackets, or leave the conditions empty to apply the rule to all returned items.
4. Choose an Exchange Type.
5. For Other Products, select one or more Product Groups or Product Tags.
6. Choose an Exchange Method.
7. Optionally set Minimum Inventory Available to Customer, Filter And Search, and Order Products By.
8. Save and enable the rule.

Need help creating Product Groups? See: Product Groups

FAQs

Can customers exchange for more expensive or cheaper items?

Yes. With Upsell, customers pay the difference for a more expensive item. With Upsell & Downsell, they also get the difference back for a cheaper item. With No Price Adjustments, they can choose items at any price and nothing is charged or refunded.

How does the customer pay if the new item costs more?

They enter card details on the return summary, and the card is charged when they submit. With Instant Exchanges, a hold is placed instead. Stripe must be connected for this.

Can I choose which products are eligible for exchanges?

Yes. Use conditions to choose which returned items the rule applies to, and Product Groups or Product Tags to choose what they can exchange into.

What happens if two rules match the same item?

Only the highest-priority rule applies.

What happens if the new item costs less?

Under Upsell & Downsell, the customer receives the difference as store credit or a refund. Under Upsell or No Price Adjustments, nothing is returned.

Where can I see the financial breakdown of an exchange?

In the claim details, click the dollar icon (View Ledger) on the Claim ledger card to see all credits, deductions, and final totals. The ledger is available on return claims only.

What happens if I edit an exchange with a price difference?

Editing the line item’s resolution forfeits any remaining value. Funds already collected from the customer are not refunded automatically.