Any to Any Exchanges

Any to Any exchanges enable customers to perform product exchanges by using the value of their returned items as exchange credits to select any number of new products. This differs from traditional one-for-one exchanges by enabling customers to choose multiple new items instead of being limited to a single replacement item.

With Any to Any exchanges, customers can select multiple new items, pay the difference if needed, or receive a refund if the total is lower.

This feature is perfect for boosting upsell opportunities and offering a more flexible exchange experience.

Requirements

Limitations

Any to Any exchanges don't support the following:

• Buy X Get Y (BxGy) discounts (support expected by the end of Q3 2025)
• Compare-at-price discounts or promotions
• Free variant exchange range setting
  • This setting only applies to variant exchanges, not to product exchanges, as there is no one-to-one price difference calculation in any to any product exchanges

How Any to Any Exchanges Work

The Any to Any exchange flow works in the following way: Instead of a one-for-one exchange, customers can select any amount of new items using the value of their returned items as exchange credits. 

Here’s how the exchange flow works:

1. Customers select the items they wish to return.

2. Select whether they want a refund, a variant exchange, or a new product exchange, according to your return policy.

   

3. For each item, customers choose a reason for the return.

   

4. If the customer requested a product exchange or opted to switch to an exchange, customers can then use their available exchange credits to select any number of new items.

   The customer will need to:
   
   1. Select new items on the product exchange page.
   2. Click the ADD TO CART button.
   3. Customers can adjust quantities using the quantity slider for each new product.
   4. After selecting new items, a cart icon will appear.
      

e. Customers can click the cart icon to view all selected items.

5. After selecting all the desired items, customers proceed to the summary screen to finalize the transaction.

6. The customer will receive a refund for the remaining credits or pay the balance if the new selection exceeds the available credits.

Shop Now

Shop Now is an optional feature built on top of the Any to Any exchange logic. It enables customers to select new items directly from your storefront instead of in the portal. Shop Now is available on all Pro plans and above and can be activated in settings. 

Switch to Exchange

The new version of Switch to Exchange is part of the Any to Any exchange flow, which is calculated based on the total return value. This means customers are encouraged to switch from a refund to an exchange on the overall return level instead of per item.

Exchange Credits Calculation

The available exchange credits customers will see in the portal are calculated based on the total value of the returned items and adjusted according to any additional items, bonuses, or fees.

The calculation follows this formula:

Exchange Credits = 
+ Returned items value
+ Exchanged items value
+ Bonuses 
- Fees 
- New items selected so far
- Reduced refunds

The following factors are taken into account in the exchange credits calculation:

Returned Items Value: The value of the items the customer requested to return for a refund.
Exchanged Items Value: The value of the items the customer requested to exchange for a new item (whether variant or product).
Bonuses: Any exchange-related bonus credits the customer is eligible for.
Fees: Any applicable exchange-related fees.
New Items Selected: The value of any new items already selected in variant exchanges.
Reduced Refunds: Any reductions to the refund amounts.

Example: One Item Exchanged for Two

Let’s say a customer purchased a dress for $149 and initiated a return using the Any to Any exchange flow. The customer chooses to exchange it for the following two items:

• Coat: $89
• Jacket: $89

Here’s how the flow works for the customer:

1. The customer selects the dress for return and chooses the Product Exchange resolution.
2. They are taken to the product exchange page, where they can browse and select new items using their $149 exchange credit.
3. They add both a coat and a jacket to their cart, totaling $178.
4. At checkout, the customer sees that they’re using their $149 exchange credit and are prompted to pay an additional $29 to complete the exchange.

On the backend, in the RMA page:

1. The Original Items section will show the dress as the item being returned.
2. The New Items section will display the coat and jacket as the new items.
3. The system will not trigger a refund because the new item total exceeded the exchange credit, resulting in an upsell of $29.

How Any to Any Exchanges Appear on the RMA Page

When a customer submits an Any to Any exchange request, the new items selected by the customer will appear in the New Items section of the RMA page.

To view the new items selected by a customer in an Any to Any exchange:

1. Go to Manage Returns.
2. Search for a specific RMA or filter by resolution.
3. To view only Product Exchanges, select Product Exchange in the Resolutions filter.
4. Click APPLY.
   
5. Click on the RMA you want to open.
   
6. Open the New Items section to view the new products the customer selected.
   

FAQs

Why don’t I see the replacement item next to the returned item on the RMA page?

• In the Any to Any exchange flow, new items are selected using the total exchange credits. As a result, the new items appear in a separate section on the RMA page, instead of being linked directly to individual returned items.

Why is the Free Exchange Range setting no longer showing?

• The Free Variant Exchange Range setting is no longer relevant for product exchanges. The setting was designed to waive price differences within a specified range for one-to-one exchanges. Since with Any to Any product exchanges there's no individual item price difference to apply the range to, this setting is not relevant for product exchanges. It is still available for variant exchanges, which are one-to-one exchanges.

Why don’t I have the Any to Any exchange flow yet?

• If you are using BxGy or other custom configurations, your store may not be eligible for automatic migration. Please contact support to request access.

What’s the difference between Shop Now and the regular exchange portal flow?

• Shop Now enables customers to pick new items directly from your storefront. In contrast, the in-portal flow keeps the item selection inside the ReturnGO portal. 

Can customers choose both refunds and exchanges in one return?

• Yes, customers can choose both refunds and exchanges in the same RMA. If at least one item is selected for exchange, they will be directed to the product exchange screen to select new items. If they don’t use all their exchange credits, any remaining amount will be refunded to them.