This article explains how to remove an exchange item from an open RMA in the Swap dashboard, without having to delete and recreate the return.
When Removal Is Available
You can remove exchange items from an RMA when:
The RMA status is Open
The exchange is not an Instant Exchange
The RMA does not involve an additional payment (i.e. the new item is not more expensive than the returned item, requiring the customer to pay the difference)
How to Remove an Exchange Item
Open the relevant RMA in the Swap dashboard.
Click More Actions → Edit exchange items.
Confirm the removal.
Swap immediately updates the exchange summary and draft order. You can manually send the new confirmation email reflecting the changes.
Note: If a product has multiple variants listed as exchange items, you can decide how many get removed.
What Happens When an Item Is Removed
The draft order is updated immediately.
Reserved inventory for the removed item is released.
Any duties and taxes (D&T) charged for the item are removed.
Any shop now bonus applied to the item is removed (reduced to zero if applicable).
The RMA type is recalculated based on the remaining items.
Shipping fees and handling fees are not affected by the removal.
A log entry is created showing who removed the item and what the totals changed from and to.
A new email is sent to the customer with the updated item list and outcome.
Note: When an exchange item is removed from an RMA that includes a shop later or store credit outcome, the value of the removed item (excluding any bonus) is removed from the shop later or store credit amount.
If All Exchange Items Are Removed
If no exchange items remain after the removal:
The draft order is deleted.
The RMA transitions to a refund, store credit, or shop later return, depending on what the customer originally selected.
All refund functionality becomes available again on the RMA.
RMA Type After Removal
RMA before removal | RMA after removal |
Equal exchange | Refund, store credit, or shop later |
Exchange + refund | Refund — or exchange + refund if other exchange items remain |
Exchange + store credit | Store credit — or exchange + store credit if other exchange items remain |
Exchange + shop later | Shop later — or exchange + shop later if other exchange items remain |
Limitations
Instant Exchange items cannot be removed. Editing is not available on Instant Exchange RMAs.
Additional payment RMAs are not eligible. If the customer is being charged a surplus because the new item is more expensive, removal is not supported.