Troubleshooting Exchanges
Overview
Section titled “Overview”When an exchange does not process as expected, there are several common causes to investigate. This article walks through the most frequent scenarios where exchanges fail or variants do not appear correctly, and explains how to diagnose and resolve each issue.
Variants Not Showing in the Exchange Flow
Section titled “Variants Not Showing in the Exchange Flow”If a customer reports that expected product variants are not appearing during the exchange flow, the following checks should help identify the cause.
Product Not in the Product Exchange Group
Section titled “Product Not in the Product Exchange Group”If you are using Advanced Exchanges, the product being exchanged must be included in the correct Product Exchange Group. If a product has been updated or changed in a way that removed it from the group, it will not appear as an available exchange option.
To verify and resolve:
- Navigate to Settings -> Returns -> Essentials -> Advanced Exchanges.
- Go to Product Groups and locate the relevant group.
- Search for the product in question and confirm it appears with the correct product ID.
- If the product is missing, use the Sync Products option within the product group, or run a Bulk Sync to force a fresh sync with Shopify and ensure all product data is current.
This is especially useful when product tags or other group criteria have been recently modified.
Product Is Not Active in Shopify
Section titled “Product Is Not Active in Shopify”For any exchange type, the product being offered must be in an active, published state in Shopify. If a product has been moved to draft, unlisted, or deleted, Corso will not be able to retrieve it and it will not appear in the exchange flow.
To verify:
- Confirm the product is published and active in Shopify.
- Confirm the product has not been archived or set to a draft state.
Variant Is Out of Stock
Section titled “Variant Is Out of Stock”If a specific variant has no available inventory, it will not be selectable by the customer during the exchange flow. This is expected behavior. If a customer was able to select a variant at the time of submitting their claim but stock was depleted before the claim was finalized, the exchange may fail at finalization.
Exchange Fails at Finalization
Section titled “Exchange Fails at Finalization”If an exchange claim reaches finalization but cannot be processed, the following error states may appear in the Corso admin.
Out of Stock at Finalization
Section titled “Out of Stock at Finalization”A product may have been in stock when the customer submitted their claim but sold out by the time the claim is being finalized. In this case, Corso will display an error indicating the variant is out of stock and the claim cannot be finalized.
Resolution: Check current inventory for the requested variant. You may need to manually resolve the claim by offering an alternative variant or resolution method.
Product Deleted or Recreated in Shopify
Section titled “Product Deleted or Recreated in Shopify”A common cause of finalization failures is a product being deleted and recreated in Shopify. When this happens, the new product receives a new product ID, which no longer matches what Corso has on record for the original order.
To verify:
- Identify the product associated with the failing exchange claim.
- Search for the product in Shopify by SKU and product name.
- Compare the product ID in the Shopify URL against what is recorded in Corso.
- If the IDs do not match, the product has likely been recreated and the reference is broken.
This is one of the most important checks when an exchange shows a generic processing error.
Product Is in Draft or Unlisted
Section titled “Product Is in Draft or Unlisted”If a product was valid at the time of claim submission but has since been moved to draft or unlisted, the exchange will fail at finalization because the product is no longer considered a valid active product in Shopify.
Resolution: Re-publish the product in Shopify, or manually resolve the claim using an alternative product.
Summary Checklist
Section titled “Summary Checklist”Use the following checklist when troubleshooting a failing or incomplete exchange:
- Is the product active and published in Shopify?
- Is the product included in the correct Product Exchange Group (if using Advanced Exchanges)?
- Does the product have available inventory for the requested variant?
- Does the product ID in Shopify match what Corso has on record?
- Has the product been deleted, recreated, drafted, or unlisted recently?
- Has a Product Group sync or Bulk Sync been run to refresh product data?