This article explains how to add, edit, or remove exchange items on an open RMA — directly from the Returns dashboard, without having to resubmit the return.
When these options are available
All options require the RMA status to be Open. Additional conditions apply depending on the action:
Adding an exchange item — the RMA must include an exchange and no exchange order can have already been created. Not available for Instant Exchanges, Return of Exchange (RoE) RMAs, or RMAs with an additional payment.
Changing the variant — the exchange item must have variants in Shopify.
Changing the fulfilment location — at least one alternative location must be available.
Removing an exchange item — the exchange must not be an Instant Exchange, and the RMA must not involve an additional payment (i.e. the new item isn't more expensive than the returned item).
How to add an exchange item
Open the RMA in the Returns dashboard.
Click More Actions → Edit RMA.
In the Exchange items section, click Add exchange item.
In the Add exchange item modal, a default stock location is pre-selected. You can change this using the location dropdown — the product list and stock levels update to reflect the selected location.
Search for a product by name or SKU.
Select the variant you want to add. Out-of-stock variants are displayed but cannot be selected.
Click Add. The item is added to the exchange list and the RMA totals update automatically.
The action is logged in the RMA history.
Note: The location picker shows stock for one location at a time. There is no "all locations" option.
How to change an exchange variant
Open the RMA in the Returns dashboard.
Click More Actions → Edit RMA.
In the Exchange items section, click Edit variant next to the exchange item you want to update.
In the Select a new variant modal, select a Stock location from the dropdown.
All available variants for the exchange item are displayed, along with their prices. Select the variant you want.
Click Apply. The exchange item is updated to the new variant and location.
A confirmation notification appears once the change is saved. A log note is added to the RMA recording the change.
Note: If the exchange item has no variants, a message is shown to indicate this and no selection is possible. Out-of-stock variants cannot be selected unless the item is set to "sell when not tracked" in Shopify.
How to change the fulfilment location
To update the fulfilment location without changing the variant:
Open the RMA in the Returns dashboard.
Click More Actions → Edit RMA.
In the Exchange items section, click Edit location next to the exchange item you want to update.
In the Edit exchange location modal, select a location from the Exchange location dropdown. Stock will be checked at this location and the fulfilment order will move there when the RMA is processed.
Click Save.
The RMA is updated to reflect the new location. A log note is added to the RMA recording the change.
How to remove an exchange item
Open the RMA in the Returns dashboard.
Click More Actions → Edit RMA.
In the Exchange items section, click Remove next to the exchange item you want to remove.
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: If a product has multiple variants listed as exchange items, you can decide how many get removed.
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 |
Removal 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.
Pricing
When adding a new exchange item, the item must be within the available refund value of the RMA. Items priced above this are marked Requires additional payment and cannot be selected. Additional payments cannot be processed via the RMA.
Adding a cheaper item reduces the refund amount accordingly. If added items bring the refund value to zero, the RMA converts to an equal exchange automatically.
You can select a variant with a different price from the original exchange item. Any price difference cannot be charged to or refunded to the customer at the time of the change.
Changing the fulfilment location does not affect pricing.
Effect on bonuses and store credit
When an exchange item is added:
Shop Now (refund with bonus): The bonus is redistributed across all exchange items, including the newly added one.
Shop Later (gift card or Shopify Credit): The credit and gift card amounts are recalculated to account for the added item.
Stock reservation
When an item is added, it is reserved immediately. The reservation:
Persists if you make further edits (add, or change variant or location)
Releases if the item is removed
Converts to committed when the RMA is processed
Multiple exchange items
If the RMA contains more than one exchange item, each item shows its own Edit variant, Edit location, and Remove controls. Changes apply per item.
Making further changes
You can add, edit, or remove exchange items at any point before the RMA is processed. Once processing begins, the items are fixed.
Any emails sent after a change reflect the updated exchange item details.