Last Updated: May 9, 2024

Auto-exchange is a policy rule setting that automates the release of exchanged items upon meeting certain conditions. 

An exchange order includes all the items the customer requested to exchange in the RMA. If any item included is set for manual release, then all items will be released manually.

Auto-exchange triggers can be configured to one of the following: 

  • Items have been validated
  • RMA is approved
  • Shipment is in-transit
  • Shipment has been received

Additionally, you can decide when you want the auto-exchange feature to be triggered. You can trigger the auto-exchange feature immediately or delay it by hours or days.


This feature can be added as an add-on.

  • This feature can be configured on variant exchange and product exchange policy rules.
  • If the trigger used is shipment is in transit, then integration with a shipping service that supports live tracking status updates is required.

Configuring Auto-Exchange

To enable auto-exchange: 

  1. Go to Settings > Return Policy
  2. Click EXPAND ALL to configure an existing policy rule.
  3. Click the pencil icon on the right of the policy rule to configure.

4. Go to RMA Handling Process section.
5. Choose AUTOMATIC in the Exchange Process setting.
6. Set the event that will trigger the exchange to be released.
7. Set the timing of the trigger.
8. Click on the save icon to save your changes.


Note: Repeat steps 3 to 8 for each exchange policy rule that you want to set to auto-exchange.