Any to Any Exchanges are the new and improved version of Product Exchanges, designed to provide a more seamless experience for customers and create additional upsell opportunities.
Note: This update does not require any adjustments to settings or break any existing processes. It’s simply an improvement to the product exchange experience.
What’s Been Improved?
These changes are applicable as of April 27th, 2025, for all merchants except those using BxGy.
| Before | Now |
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Product exchanges were item-based, where each returned product was exchanged for a new product. |
Exchanges are value-based, where customers use the total value of their return as credit to shop for any number of new items. |
Flexible Exchanges:
- Before: One item returned = one item replaced.
- Now: Customers can exchange any number of returned items for any number of new items.
Total Value-Based:
- Before: Each exchange price difference was calculated item-by-item.
- Now: The total value of returned items act as credit toward the new items, instead of calculating the exchange on a per-item basis.
No More 1:1 Exchanges:
- New items are no longer tied to specific returned items.
- New items appear in a separate New Items section on the RMA page.
Benefits
| Benefit | Description |
| More Flexibility | Merchants can now offer customers the option to exchange multiple returned items for any number of new items. |
| Increased Upsell Opportunities | Customers can easily add as many new items as they want during the exchange, increasing upsells. |
| Improved Shopping Experience |
Customers enjoy a seamless shopping experience when selecting new items during the exchange process either in the portal or storefront. |
How the Exchange Flow Has Changed
| Old Flow | New Flow |
| One returned item → one replacement item | Any number of returned items → any number of new items |
| Item-specific price comparison for exchanges | Total value of returns acts as credit towards new items |
| Shop Now was available on the Pro plan and higher by request | Shop Now is now automatically available to all Pro plan and higher, and can be enabled in the Store Settings page |
Customer Portal Flow - What’s Different?
| Old Exchange Flow (Item-Based) | New Exchange Flow (Value-Based / Any to Any) |
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Customers selected items one at a time for exchange. Step 1: Select the item to return. Step 2: Choose product exchange. Step 3: Select the return reason. Step 4: Choose a new item. Step 5: Repeat steps 1-4 for each item. Step 6: After all items have been exchanged, proceed to checkout. Step 7: At checkout, if there is a price difference, the customer will be invoiced for the difference. If there is remaining credit, they will be refunded. |
Customers can exchange any number of items for any number of items. Step 1: Select the items to return. Step 2: Choose product exchange. Step 3: Select the return reason for each item. Step 4: If at least one item was selected for product exchange, the customer is taken to select new items (either in-portal or on the storefront). Step 5: Use the total return value to select any number of new items. Step 6: At checkout, if there is a price difference, the customer will be invoiced for the difference. If there is remaining credit, they will be refunded. |
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Affected Features
1. Product Exchanges (New Version)
What’s Changed: The new Any to Any Exchange flow replaces the old product exchange process. This means that all merchants who have Product Exchange included in their plan will automatically be transitioned to the updated flow.
- Before: Exchanges were item-based, tied to individual products and their replacement items.
- Now: Exchanges are based on the total return value, not individual items. Customers can exchange any returned items for any new items.
- Who gets it: All merchants across all platforms.
- Who is excluded: Merchants using Buy X Get Y (BxGy) promotions, and specific merchants with special use cases.
- Any to Any does not yet support BxGy (expected to be supported by end of Q3 2025).
- Migration Details: All merchants will be automatically migrated to the new flow on April 27, 2025. BxGy merchants will not be switched to the new flow unless they specifically request it.
2. Switch to Exchange (New Version)
What’s Changed: Switch to Exchange is now based on the Any to Any exchange logic, and is available to all merchants with product exchanges included in their plan. Merchants can still incentivize customers to switch their refund to an exchange, but now it’s offered once for the whole RMA, instead of item by item.
- Before:
- Switch to Exchange was an add-on for most plans
- Offered in the portal per item, so you could select for each item individually whether to switch that specific item to an exchange or not
- Eligibility based on return reasons
- Now:
- Switch to Exchange is included for anyone who has Product Exchange in their plan
- Offered once in the portal, for all items
- No eligibility limitations
- Benefit: The new version offers a more streamlined experience, where customers are only offered the switch to exchange once.
- Who gets it: All merchants who have Product Exchange in their plan.
| Old Switch to Exchange in Portal | New Switch to Exchange in Portal |
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3. Shop Now
What’s Changed: Shop Now is now available to all existing merchants on a Pro plan or higher and can be enabled directly from the Store Settings page.
- Before: Only available for new merchants on a Pro plan or higher, or on request.
- Now: Available for all existing merchants on a Pro plan or higher. It can be enabled in the Store Settings page.
- Benefit: Customers can select new items directly from the storefront in product exchanges, instead of in the portal. The total return value is used as exchange credits, and they can shop as they would normally in the store.
- Who gets it: Available for formerchants on a Pro plan or higher.
- Activation: Not activated by default, but available for activation in the store settings.
4. Free Variant Exchange Range
What’s Changed: The Free Exchange Range setting is no longer relevant for product exchanges, as there is no item-to-item price difference calculation.
- Before: Applied a buffer to item price differences, so if a customer exchanged a product for a different product, the price difference was ignored within the specified range. Whether the new product was slightly higher or lower in price, the customer wasn’t charged or refunded, making it a free exchange.
- Now: This concept doesn't apply to the new product exchange flow, which is total value-based, not item-by-item. Instead of selecting replacements per item, customers now use the total value of the returned items to shop for any new items they want. Because there’s no direct 1-to-1 correlation between original and new items, price difference calculations are done on an overall basis and not item by item.
- The Free Exchange Range setting has been removed from the product exchange resolution settings.
- Important Note: The Free Exchange Range setting is still relevant for variant exchanges, just not for product exchanges.
5. Buy X, Get Y (BxGy)
What’s Changed: BxGy is not yet supported in the new Any to Any Exchange flow but is expected to be added by the end of Q3 2025.
- Before: Supported in the old product exchange flow.
- Now: BxGy is not yet supported in the new product exchange flow but is expected to be by the end of Q3 2025. Merchants currently using Buy X Get Y (BxGy) logic will not be automatically moved to the new Any to Any Exchange flow.
If a merchant using BxGy wants to switch to Any to Any product exchanges, a manual migration can be requested. However, in this case, please note that BxGy returns won’t be calculated correctly.
6. RMA Page
What’s Changed: The RMA page has been updated to reflect the new product exchange logic.
- Before: Returned and new items were shown side by side, item by item. This reflected the one-to-one exchange flow.
- Now: Returned items and new items are displayed in separate sections. The new items are no longer shown in line with the returned ones, since the exchange does not connect each returned item with a corresponding new item.
The Difference Between Shop Now, Switch to Exchange, & In-Portal Exchanges
The core exchange logic stays the same no matter which combination of the following options are enabled - Shop Now, Switch to Exchange, and in-portal exchanges.
Customers can return any number of items and receive credit based on the total value of the returned items. They can then use that credit to choose new items.
1. In-Portal Exchanges
Product exchanges happen entirely within the portal.
- Customers select their new items directly in the portal using exchange credits.
2. Shop Now
Product exchanges happen in the storefront.
- Customers select their new items in the online storefront using exchange credits.
3. Switch to Exchange
Switch to Exchange adds an extra step that encourages customers to exchange instead of refunding.
- If Switch to Exchange is enabled, customers who select only to refund will see an extra screen encouraging them to exchange instead, optionally with an incentive.
- This screen will appear regardless of how the customers select new items if they click “SHOP WITH $X”, either in-portal or on the online store via Shop Now.
- If Switch to Exchange is not enabled, this extra screen won’t appear and the customer will be sent straight to the summary screen.
These features can be used individually or combined, and the exchange flow remains consistent across all scenarios.
When to Use In-Portal vs. Shop Now Exchanges
- Shop Now Exchanges are better suited for merchants who want to offer the full shopping experience, allowing customers to browse their entire store and use their return credit toward any item.
- In-Portal Exchanges are ideal for merchants who want to keep customers within the return flow and offer a curated list of products for exchange.
Note: Shop Now is the recommended exchange experience.
FAQs
Why don’t I see the replacement item next to the returned item in the RMA anymore?
Exchanges are value-based, and new items appear in a separate New Items section. There’s no longer a 1-to-1 correlation between returned and new items.
What happened to the Free Exchange Range setting?
Since exchange price difference calculations are no longer item-specific, the setting is no longer relevant for product exchanges and therefore was removed. It is still available for variant exchanges.
Why do I still have the old exchange flow?
If you are using BxGy or other custom configurations, your store may not be eligible for automatic migration to the new exchange flow. Please contact support to request access.
Does Shop Now work differently than the in-portal flow?
Shop Now uses the same logic as the in-portal flow. The only difference is where they make their selection of new items - on the storefront or in the portal.
What if a customer chooses a Refund for some items and a Product Exchange for others?
As long as at least one item is marked for Product Exchange, the customer will be directed to choose new items with the full value of their return request.
Can I use Switch to Exchange without using Shop Now?
Yes, you can. Switch to Exchange works independently of Shop Now.
If you’re not using Shop Now, customers who choose a refund will see the Switch to Exchange screen, encouraging them to exchange instead. If they click “SHOP WITH $X”, they’ll be taken to select new items within the portal.
You can use Switch to Exchange both with Shop Now and with in-portal product exchanges.
How does the portal look with and without Shop Now?
The portal looks and works the same in both cases. The only difference is:
- With Shop Now - Customers are redirected to your online store to select new items.
- Without Shop Now - Customers select their new items directly within the portal.
Have there been any changes to the Switch to Exchange buttons or fields?
The layout of the Switch to Exchange screen has been updated, therefore the look and feel settings have been changed accordingly. No other changes have been made to the Switch to Exchange settings, except for the removal of eligibility by return reason for Switch to Exchange.
Can I configure Switch to Exchange based on return reasons?
Return reason eligibility is no longer relevant in the new Switch to Exchange because return reasons are selected per item, while product exchanges are now done at the RMA level. Since the new exchange flow is value-based and not item-specific, this setting has been removed.
Can Switch to Exchange be used without offering an incentive?
Yes, you can enable Switch to Exchange without offering a bonus or additional incentive. The feature will still prompt customers to consider exchanging instead of receiving a refund.