How to exchange an item if a customer returns an item

This article demonstrates how to process an item exchange on your Shopify store so it reflects correctly in PuppetVendors.

Here are the steps on how to exchange an item for customer returns:

1. Go to Shopify, choose the order for the item exchange, and click the Return button

2. Select and add a quantity for the item to be exchanged.
3. Choose a reason for the return (exchange).
4. Click the option to Add products under the Exchange items section and a window will appear for you to choose the product.

3. Once added, click the Add button.

6. Choose No Shipping Required

7. Click the Create Return button. This will now show the status as Return in progress.
8. When you click the Process return button, a new page will appear.

9. In this new page, you will find the item to be returned

10. The item to replace the returned product
11. Your option to refund shipping
12. Under the Summary field, you will find the total amount for the refund
13. Refund method - Original payment. The refund will be based on whatever payment method was used by the customer.
14. Tick box to send notification to customer once refund is finalized
15. If all is correct, click the Process and refund (amount) button
16. In the new page, the updated status will appear (Partially refunded, Partially fulfilled and Return closed)

17. The status will also reflect in your PuppetVendors Merchant Portal

You can also watch this recording for the steps on how to exchange an item if a customer returns an item

Updated on: 10/07/2025