How to conduct an exchange for the same product?

1、Overview:

The 17TRACK's Same Product Exchange feature is one of the leading return solutions on the Shopify App Store, purpose-built to streamline returns and enable compelling exchange experiences, helping merchants minimize losses, reduce friction, and retain revenue.
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It empowers merchants to mark the completion of after-sales requests in the Returns dashboard based on exchange shipment tracking, ensuring end-to-end visibility and control across the return lifecycle while delivering a superior post-purchase experience for customers.

2、 The following outlines the 17TRACK same-product exchange process (from both the merchant's and the buyer's perspectives):

Step 1: Go to Returns > Return Settings > After-Sales Methods, and enable the "Same-Product Exchange" option. Once enabled, customers will be able to see the "Same-Product Exchange" option on the Returns page.

Step 2: After the customer submits a same-product exchange request, the merchant can view the return application in the Returns Management section.

Step 3: Click on the return order to enter the details page and review the return information for approval.

Step 4: When approving the request, you need to select the return shipping method. By default, the option chosen by the customer will be displayed, but you can also select a different shipping method based on the actual situation.

Step 5: To ship the exchange item, you will be redirected to the Shopify order page to fulfill the item requested for exchange.

Step 1: Select the product(s) you wish to exchange.

Step 2: Choose the service type: Same-item exchange.

Step 3: Choose exchange reason.

Step 4: Choose replacement item (Note: Only same-priced, in-stock SKUs will be shown).



Step 5: Select return shipping method. Note: Choose how you want to send the item back.

Step 6: Confirm your exchange.

Customers can track approval progress on the Returns Page after submitting.

Updated on: 23/06/2025