When using Global, customers can exchange items from international orders when the relevant exchange setting is enabled.
International exchanges are possible; however, they are not fully supported within Global Flows. Global does not recalculate Duties & Taxes (D&T) for exchange items, nor does it apply additional D&T.
Exchange orders are not currently visible on the Global orders dashboard.
Currently, D&T is never charged on exchange items.
For more information on Global Returns and how to set this up, please see this guide.
Please ask support to enable this feature.
Exchange for another variant
When an exchange is processed under EFOV, the exchange is treated as financially equal.
We assume equal exchanges take place and do not validate price differences.
In this flow:
No refund is issued
No additional charge is created
Duties & Taxes are not refunded
Duties & Taxes are not charged again
Exchange for something else
When a customer exchanges for a different product:
Duties & Taxes on the returned item are refunded if eligible according to your Global dashboard settings
No new Duties & Taxes are charged on the exchange item
No D&T calculation is created for the new item
In this flow:
Refund behaviour follows your configured Global D&T refund rules
Additional D&T is never charged on the exchange product
Important behaviour
For all Global exchanges:
D&T is not recalculated on exchange items
Any D&T refund follows your existing Global configuration
Shopify exchange orders are created as normal
The RMA displays D&T in the standard return item breakdown
International exchanges are possible with Global enabled, but Global does not create new cross-border D&T charges for exchange items.
Incorrectly Shipped Orders
If the wrong item was shipped to a customer (not a customer-initiated exchange), this is handled differently. Swap Global rates cannot be used directly through the Shopify exchange flow — so reshipping requires either a separate courier or a draft order approach.
For full guidance on resolving incorrectly shipped orders, see: How to Handle an Incorrectly Shipped Order.