Shopify Exchanges Issue

With the latest Shopify API changes this year, there's now a known Shopify issue concerning Online Exchanges vs those conducted at the Point of Sale (POS).

Let's get straight into it.

The Problem

Exchanges processed in the Shopify Admin don't return data from the API consistent with those processed in the POS.

- With an Online Exchange, the subsequent sale gets dated as part of the original order, and the refund doesn't get created (!).

(click image to enlarge)

- With a POS Exchange, the subsequent sale and the returned item get dated when the exchange was created

(click image to enlarge)

We contacted Shopify directly concerning this issue, and have included a screenshot of their response below:

(click image to enlarge)

So... what can you do ?

Contact Shopify!

As you can see from the screenshot of our email above, Shopify is already aware of this problem.

But as always - the more users that add their voices to the discussion, the more likely it is that the issue will be resolved.

By far the best way to make your voice heard is to submit a ticket directly with Shopify support through their Partner portal.

All you have to do is login here and submit a ticket. You can explain the issue like this:

"Exchanges processed in the Shopify admin don't return data from the API consistent with those processed in the Point of Sale (POS).

This solely concerns data returned from the GraphQL API. In this case, online exchanges do not include a refund agreement or an exchangeV2s entry.

I would like Shopify to fix this so that exchanges are consistent between the Shopify Admin and the POS."

Workarounds?

Until Shopify resolves this issue, all exchanges conducted through the Shopify admin will have to be reconciled manually.

(alternatively, you can limit exchanges solely to those done at the Point of Sale - but we appreciate that this may not be practical or even possible for many merchants)

We understand that this is not ideal - hence we suggest contacting Shopify to get them to address thie issue as soon as possible.

Have any questions about online exchanges? Contact us at [email protected] and we'll be glad to help you out.