Exchange Fulfillment on Returns POS

Overview

Once a return for exchange request has been processed, store staff must fulfill the new exchange order to maintain accurate inventory tracking in Shopify. This guide outlines the steps that store staff should follow to properly fulfill the exchange order.

Additionally, it's common for shoppers to request exchanges for items that are out of stock at the current retail location. In such cases, Returns POS provides multiple fulfillment options, including Ship all items, to allow exchange items to be fulfilled from a warehouse or other locations.

Store staff workflow 

1. Choosing a fulfillment option

When store staff initiate a return for exchange, the POS system will display fulfillment options based on the availability of exchange items at the store's current location:

• All exchange items are in stock at the store: Store staff can fulfill the entire exchange from the same location.
• Some exchange items are out of stock: Staff can fulfill available items from the store, and the rest can be shipped from a warehouse.
• All exchange items are out of stock: No items can be fulfilled from the store; all must be shipped from another location.

2. Fulfillment options explained

3. Confirm shipping information

If any exchange items need to be shipped, Returns POS will automatically show the shipping address from the original order.

However, it’s important for store staff to double-check this address with the shopper to make sure it’s still accurate. In many case, especially if the original purchase was made through Shopify POS, the shipping address may be missing or incomplete.

If that happens, simply ask the shopper for their preferred shipping address during the return intake process and enter it before completing the exchange. This helps avoid any delays or delivery issues later on.

4. Edit shipping and delivery details

Sometimes, a shopper might request a specific shipping method for their exchange, like an express delivery. In these cases, store staff can use the Edit shipping and delivery option in Returns POS to add an extra shipping line to the order. This lets you customize how the exchange items will be shipped, ensuring the shopper gets the service they need. It’s especially helpful when the default shipping option isn’t suitable or when the fulfillment team needs clearer instructions to deliver the order.

5. Fulfilling exchange items on Shopify POS

Once the return request is processed, store staff must fulfill the exchange items to ensure inventory is updated properly in Shopify.

• When fulfilling items from the store location: After AfterShip updates Shopify with the correct fulfillment location, the store staff can hand over the exchange items to the customer in the store.

Steps for marking items as fulfilled in Shopify POS

1. On the order details page: If the fulfillment location of any items is the current POS store, a Prepare for shipping button will appear.
2. Select the items being fulfilled from the store location: The store staff will select the items that are available in-store, and then click Fulfill all items.
3. Complete the fulfillment: Since the customer is picking up the exchange items, there is no need to add a tracking number. Simply click Fulfill order.

1. Review fulfillment status: After completion, items fulfilled from the store location will be marked as fulfilled. Any items fulfilled via shipping from the warehouse will remain unfulfilled until processed.

FAQs

1. What if the shopper wants to exchange for an item that’s out of stock at the store?

Use the Ship all items option. This ensures the warehouse handles fulfillment for the exchange order.

2. Why is the shipping address blank for some return requests?

This commonly happens when the original order was created via Shopify POS (in-store), which often lacks a shipping address. Store staff should collect this information during the intake process.

3. Can I fulfill part of the exchange order in-store and ship the rest?

Yes. Use the Fulfill available items from this store, ship the remaining option to split the fulfillment between the store and warehouse.

4. Do I need to mark items as fulfilled in Shopify POS?

Yes. Use the Prepare for shipping option in Shopify POS once items are handed to the shopper. This keeps inventory accurate and completes the fulfillment process.

5. Can I set specific shipping methods for exchange orders?

Yes. Use Edit shipping and delivery to add or update shipping lines as needed for the exchange fulfillment.

Troubleshooting tips

Key takeaways

1. Store staff must fulfill exchange orders to keep Shopify inventory accurate.
2. Returns POS offers flexible fulfillment options based on item availability at the store.
3. If all items are in stock, the exchange can be fulfilled entirely from the current store.
4. If some items are out of stock, store staff can split fulfillment between store and warehouse.
5. If no items are in stock, all exchange items will be shipped from the warehouse.
6. Store staff should always confirm or collect the shopper’s shipping address before proceeding.
7. Use the Edit shipping and delivery option to apply specific shipping methods to exchange orders.
8. The Prepare for shipping option in Shopify POS allows staff to mark exchange items as fulfilled.

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)
• How to fulfill exchange orders on Returns POS - Currently reading
• How AfterShip Return Policy Settings Apply to Returns POS

Updated on: 15/07/2025