How to Enable Item-level Resolutions for Returns & Exchanges on Shopify
Plans: All plans Platforms: Shopify
The Item-level Return Resolutions feature allows shoppers to choose different resolutions, refund or exchange, for each item in a single RMA. This improves the shopper experience, reduces operational costs, and increases the revenue retention.
Shoppers no longer need to file multiple RMAs for mixed return and exchange requests.
Merchants no longer need to create separate return labels and process multiple RMAs per customer.
Shoppers can now select refund or exchange per item.
After selecting resolutions:
First time to retain revenue: Choose exchange or return on item-level.
Second time to retain revenue: If there is remaining refund value, once shopper clicks Next, the Shop now will be triggered to encourage shopper to purchase any other item by using the refund credit.
Third time to retain revenue: If the shopper chooses the refund me option in the Shop now popup, the store credit is displayed on top of the refund to original payment option.
To enable the item-level resolutions experience:
Variant exchange configuration: Must use Even or Uneven exchange (excluding legacy “handle outside” mode)
Exchange order processing: Must be on the new exchange flow
If you didn’t find the Shopify exchange order processing, it means that you are under the legacy flow. Contact support to migrate from legacy to new flow
New flow announcement
Email templates: Disable 4 old “Request resolved” templates and use the new one instead.
Allowlist access: Contact AfterShip support to be added to the item-level resolution allowlist.
Customization conflict: If you use "hide price in summary" customization, you cannot upgrade to item-level resolutions.
This feature is deprecated for legacy variant exchanges.
Shopify checkout timing updates: The exchange order will be created immediately for both upsell and no-upsell scenarios. Auto-create exchange order won’t impact the merchant account with Shopify checkout.
Reduce the number of RMAs:
Lowers label generation costs.
Minimizes customer support workload.
Increase revenue retention:
Encourages re-purchases with store credit.
Enhances shopper satisfaction by simplifying the return journey.
Streamline returns: Shoppers can now request refunds and exchanges for different items in one return request, and there is no need for multiple RMAs.
Shopify-exclusive feature: Currently available only for merchants using Shopify and the new exchange order flow.
Requires configuration updates: Merchants must enable the new exchange flow and disable outdated templates to support item-level resolutions.
Overview
The Item-level Return Resolutions feature allows shoppers to choose different resolutions, refund or exchange, for each item in a single RMA. This improves the shopper experience, reduces operational costs, and increases the revenue retention.
Resolved pain points
Shoppers no longer need to file multiple RMAs for mixed return and exchange requests.
Merchants no longer need to create separate return labels and process multiple RMAs per customer.
Shopper experience enhancements
Shoppers can now select refund or exchange per item.
After selecting resolutions:
First time to retain revenue: Choose exchange or return on item-level.
Second time to retain revenue: If there is remaining refund value, once shopper clicks Next, the Shop now will be triggered to encourage shopper to purchase any other item by using the refund credit.
Third time to retain revenue: If the shopper chooses the refund me option in the Shop now popup, the store credit is displayed on top of the refund to original payment option.
Requirements
To enable the item-level resolutions experience:
Variant exchange configuration: Must use Even or Uneven exchange (excluding legacy “handle outside” mode)
Exchange order processing: Must be on the new exchange flow
If you didn’t find the Shopify exchange order processing, it means that you are under the legacy flow. Contact support to migrate from legacy to new flow
New flow announcement
Email templates: Disable 4 old “Request resolved” templates and use the new one instead.
Allowlist access: Contact AfterShip support to be added to the item-level resolution allowlist.
Warnings
Customization conflict: If you use "hide price in summary" customization, you cannot upgrade to item-level resolutions.
This feature is deprecated for legacy variant exchanges.
Shopify checkout timing updates: The exchange order will be created immediately for both upsell and no-upsell scenarios. Auto-create exchange order won’t impact the merchant account with Shopify checkout.
Advantages
Reduce the number of RMAs:
Lowers label generation costs.
Minimizes customer support workload.
Increase revenue retention:
Encourages re-purchases with store credit.
Enhances shopper satisfaction by simplifying the return journey.
Key takeaways
Streamline returns: Shoppers can now request refunds and exchanges for different items in one return request, and there is no need for multiple RMAs.
Shopify-exclusive feature: Currently available only for merchants using Shopify and the new exchange order flow.
Requires configuration updates: Merchants must enable the new exchange flow and disable outdated templates to support item-level resolutions.
Updated on: 16/05/2025
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