AfterShip Returns POS: Exchange Workflow

Overview

AfterShip Returns POS leverages the Shopify Exchange API to support in-store exchanges. To enable this functionality, merchants must activate the Shopify Exchange API within their AfterShip organization.

The Returns POS exchange flow supports:

• Exchanging any item available in the store
• Viewing real-time inventory for selected items
• Applying discounts to exchange items
• Splitting order fulfillment based on inventory availability
• Updating shipping names for fulfillment of exchange items

Store staff workflow

1. Initiating the exchange

• Store staff can access order details via the Shopify POS app and use the AfterShip Returns widget to begin the exchange process.
• If there are existing return requests for the order, a list view with the return requests will appear.

2. Selecting items for return

• Staff select the item(s) the customer wishes to return.
• If the Allow POS staff to override return eligibility setting is enabled, staff can bypass standard return rules to process exceptions.

3. Inventory restocking

• Store staff should determine whether the item should be restocked at the current POS location.
• If this toggle is enabled, the item will be restocked to the inventory of the current store location in Shopify once the return request is processed.

4. Collecting return reason

• Store staff should collect the return reason from the customer.
• The return reason library can be customized in the AfterShip Returns admin.
• Admin users can create return reason groups for different product categories.
• Learn more about the return reason library and reason groups

5. Starting the exchange flow

• To proceed with an exchange, store staff can select the Exchange option.
• By default, the returned items will appear in the product list in case the shopper is looking to exchange for a different variant. If the shopper wants to exchange for a different product. Store staff can use the search bar to look up items by product title or SKU.
• The barcode scan function is also a convenient option, especially if barcodes are implemented on your physical products.
• Ensure accurate SKU/barcode data in Shopify to support proper item lookups.

• There may be cases where the items the shopper wishes to exchange for are low in stock. Store staff can open the product details page to check inventory levels and inform the shopper whether the exchange can be fulfilled.

Product and variant metafields are not visible by default. Merchants should contact their AfterShip onboarding team for assistance with setup.

6. Applying discounts

Once exchange items are added, store staff can apply discounts to each item. This feature is useful in the following scenarios:

• Like-for-like exchange: If the original item was purchased with a promotional discount that has since expired, store staff can use the exchange discount feature to match the original price and complete the exchange smoothly.
• Upsell exchange: To encourage shoppers to choose higher-value items, merchants can create policies that allow store staff to offer additional discounts when shoppers exchange for more expensive products.

• Discount types: Two types of discounts are available, both applied at the line-item level:

1. Amount: Applies a fixed discount per unit.
2. Percentage: Applies a discount based on a percentage of the original price.

• A discount reason is required when applying a discount to an exchange line item.

7. Processing the exchange

When processing an exchange for items of lower value, the return request will result in a refund. For exchanges involving higher-value items, the return request will be categorized as an upsell.

Scenario 1: Exchange with refund

• When a shopper exchanges for lower-value items, the return should be processed similarly to a standard refund. The remaining balance can be refunded to the shopper’s original payment method or issued as store credit.

a. The store credit refund method can be configured in the Returns admin.

b. Bonus credit incentives for store credit refunds can also be set up in the Returns admin.

• Once the return request details are confirmed, store staff should click the Refund button to process the exchange and issue the refund to the shopper.
• AfterShip will automatically create the exchange on the original Shopify order and release it for fulfillment.

• Store staff should then complete the fulfillment in Shopify. Learn more about exchange fulfillment on Returns POS.

Scenario 2: Exchange with upsell

• When a shopper exchanges for items of higher value than the returned items, the upsell amount must be collected before completing the return request. Due to Shopify POS limitations—where third-party apps cannot trigger the payment gateway directly—store staff must return to the Shopify order details page to collect the payment manually.

How it works:

1. AfterShip calculates the upsell amount once the exchange items are selected.
2. When the store staff clicks Collect, AfterShip will:

• Initiate a return-for-exchange on the original Shopify order.
• Automatically close the AfterShip Returns POS extension.

3. A pop-up will appear, guiding store staff on the next steps.

4. Store staff must refresh the Shopify order page to reveal the Collect payment button.

5. Once payment is collected, return to the AfterShip Returns POS to finalize the return request and mark it as resolved.

Important: If payment is not collected within 10 minutes, the return request will be automatically forfeited. If the shopper still wishes to proceed, the store staff will need to re-submit the return request.

Returns POS help resources

• AfterShip Returns POS Introduction
• How to set up AfterShip Returns on Shopify POS
• How to set up Shopify POS in AfterShip Returns
• How to process online returns in Returns POS
• How to process in-store returns with Returns POS (Refund)
• How to process in-store returns with Returns POS (Exchange) - Currently reading
• How to fulfill exchange orders on Returns POS
• How AfterShip Return Policy Settings Apply to Returns POS

Updated on: 09/07/2025