Exchange an Item using Returns Manager

Returns Manager gives you the flexibility to accept returns for exchange. Your customers are able to attach notes to their return and specify which product(s) they want to receive instead of the one in their original order. This will not refund them any money.

Please note, this feature uses Shopify's draft order functionality to create the exchange order. Returns Manager is not able to create orders from directly within its admin.


Bold Returns Manager is no longer available to install on the Shopify App Store. If you already have Bold Returns Manager installed, you will be able to continue using it as it is grandfathered on your store.



The first step is to approve the return request; this will not provide the customer with a refund, but will inform them that their request has been approved.

  1. From Shopify's admin, select Apps.
  2. Select Returns Manager by Bold.
  3. Select Returns.
  4. Select Pending Requests.
  5. Select Approve next to the return you would like to process.

    Find the order number you'd like to approve, then select Approve to the far-right (between Edit and Deny)

  6. Select OK.

    Select OK in the bottom-right of the pop-up menu

  7. Select Active Returns.

    Below the title of the page, select the Active Returns tab (between the Pending Requests and Archived Returns tabs)

  8. Find the return you just approved.

    On the Active Returns page, find the return that you just approved

  9. Under "Customer Note", select Open.

    Under Custom Note near the middle-right of the order, select Open

  10. Take note of the product your customer wishes to exchange for.

    Read the customer's note to see which product they want to make an exchange for

  11. Select OK.

The next step is to create a new order for the customer with the product they'd like to exchange for, and discount it so they receive it for free.

  1. From Shopify's admin, select Orders.

    Select the Orders option on the left-hand side of your Shopify admin (second option from the top, below Home)

  2. Select Create order.

    In the top-right corner, select Create order

  3. Select Browse products.

    Under Order Details, select Browse Products on the right-hand side

  4. Select All products.

    Select All Products from the top of the list menu

  5. Select the item(s) your customer wants to receive as an exchange.

    Select the product that the customer wants to exchange their item for

  6. Select Add to order.

    In the bottom-right corner, select Add to Order (on the right side; cancel is on the left of it)

  7. Select Add discount.

    Underneath the product name and to the right of the Notes textbox, select Add Discount

  8. Under "Discount this order by", select the percentage icon and enter 100 as the discount amount.

    Note: This is how you're able to offer the exchanged product(s) for free, or at a discounted rate. If there's a cost difference between the returned item and the product(s) your customer wants to receive instead, we suggest applying a smaller discount amount and selecting Email invoice in Step 8 of this guide. Your customer will then be emailed a link to checkout and pay for the difference in cost.

    Select the percent icon to the right of the dollar icon

  9. Enter a Reason.

    Underneath the discount information, enter a reason for the discount

  10. Select Apply.

    In the bottom-right corner of the discount window, select Apply

  11. Under "Find or create a customer", select the customer who submitted the exchange.

    On the right-hand side, under Find Or Create A Customer, search for the customer's name

  12. Select Mark as paid.

    At the bottom of the screen, select Mark As Paid

  13. Select Create order

    Note: After selecting Create order, your customer will be emailed through Shopify to inform them the order has been created.

    In the Mark As Paid pop-up window, select Create Order in the bottom-right corner

Once you've gotten confirmation from your customer that they've received their product(s) and are satisfied with the return process, you can archive their return

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