What is it?

Centra exchanges is the part of the Centra integration that creates replacement orders in your Centra backend when a customer chooses an exchange instead of a refund. Once the customer confirms a replacement item in the Ingrid Returns widget, a new order is automatically created in Centra — your fulfillment team treats it exactly like any other Centra order.

The integration supports both free exchanges (same-price replacement) and paid exchanges (the customer pays the difference for a higher-value replacement before fulfillment).

Key benefits

Automated order creation — replacement orders appear in your Centra queue without manual intervention.
Native fulfillment experience — exchange orders enter the same Centra workflow as standard orders. Your warehouse team processes them with no special handling.
Flexible timing options — choose when the exchange order is created (immediately, at warehouse receipt, at shipment, or manually).
Upsell-friendly — paid exchanges let you offer upgrades or higher-value replacements without losing the sale.
Reduces net refund volume — every exchange is a refund avoided.

How exchanges work

When a customer selects an exchange

The customer initiates a return through the Ingrid Returns widget.
The customer selects a replacement item — a different size, color, or product.
Ingrid Returns records the exchange request, linking the replacement to the return.
When the exchange is triggered (based on your shop's exchange policy), a new order is created in Centra.
The exchange order enters your Centra fulfillment queue.

Exchange timing — configurable per shop

You can configure when the exchange order is created based on your operational preferences:

Policy	When the exchange order is created
Immediate	At the moment the customer submits the return
On return receipt	When all returned items are received at the warehouse
On return shipment	When the carrier picks up the return parcel
Manual approval	Only when triggered manually in the back-office

Free vs. paid exchanges

Free exchange — the replacement costs the same or less than the returned item. The exchange order is created without a payment step.
Paid exchange — the replacement costs more than the returned item. The customer pays the difference through Centra's checkout before the order is fulfilled.

Net refund impact

When a customer chooses to exchange, the exchange cost offsets the refund calculation. If the replacement has the same value, the net refund is zero. If the replacement costs less, the difference is refunded. If it costs more, the customer pays the top-up.

Use cases

Size or color swap — Customer returns an item and selects the same product in a different size or color. Same price, free exchange.

Cross-product replacement — Customer returns a product and chooses a related item as a replacement. Free or paid depending on the price difference (subject to your eligibility rules).

Paid upgrade — Customer returns a basic item and selects a higher-value replacement. They pay the difference through Centra's checkout before the order ships.

FAQ

Q: Where do exchange orders appear in Centra?
A: In your standard order queue, just like any other Centra order. Your fulfillment team processes them the same way.

Q: Can a customer exchange for a product from a different category?
A: That depends on your shop settings. Product eligibility for exchange is controlled at Returns Back-office → Settings → Shop Settings.

Q: How are paid exchanges handled?
A: When a customer selects a more expensive replacement, the price difference is collected through Centra's standard checkout. A payment link is generated and the customer pays before the order is fulfilled.

Q: What happens to the refund when an exchange is selected?
A: The value of the replacement offsets the refund. A same-priced exchange results in a net-zero refund. A cheaper replacement results in a partial refund. A more expensive replacement requires a top-up payment from the customer.

Q: Can a customer make multiple exchanges in one return?
A: One return is associated with one exchange order. A customer cannot split replacements across multiple separate exchange orders within a single return.

Q: Are exchanges supported for Miinto market orders?
A: Yes. Exchange orders for Miinto market orders work normally. Refunds on Miinto orders are not supported — see Centra refunds.

Getting started

To enable exchanges for your Centra integration:

Ensure all three Centra API credential pairs (GraphQL, Order, Checkout) are configured at Returns Back-office → Settings → Admin → Edit ecom integration.
Enable exchanges in your shop settings at Returns Back-office → Settings → Shop Settings → Exchanges.
Choose your exchange policy (immediate, on receipt, on shipment, or manual).
Set product eligibility rules if needed.

For the broader Centra integration overview, see Centra integration.

Centra refunds — refund processing
Centra payments — full payment flow reference