If a customer receives the wrong item, there are two ways to resolve this in Shopify. The right approach depends on whether you want to process an exchange or a return with a new order.
Option 1: Process as an exchange (via Shopify)
This option ensures the customer is not refunded during the process.
Go to the order in Shopify and initiate an exchange for the incorrect item.
Select the correct item to send out.
| Note: The replacement shipment must be placed using a courier separate to Swap Global. Swap Global rates are not available directly through the Shopify exchange flow.
Option 2: Process as a return + new draft order (via Shopify + Swap Global)
This option allows you to reship the correct item using a Swap Global rate without double-charging the customer.
Initiate a return on the original order in Shopify.
Provide the customer with a return label so they can send back the incorrect item.
When marking the order as returned in Shopify, do not issue a refund to the customer.
Create a new order via draft order in Shopify for the correct item, applying a Swap Global shipping rate.
Mark the draft order as paid. This creates a new outbound shipment via the Swap courier without charging the customer again.
Which option should I choose?
Choose Option 1 (exchange) if you want a simpler process and are happy to use a non-Swap courier for the replacement shipment.
Choose Option 2 (return + draft order) if you want to use Swap Global for the replacement shipment or need more control over the fulfilment process.