Exchanges let your customers swap a returned item for a different size, color, or product directly in the Ingrid Returns widget. When a customer selects an exchange, Ingrid Returns creates the replacement order in WooCommerce automatically through the REST API — no manual order entry required.

You control when the replacement order is created through the exchange policy: immediately, when the return is confirmed in transit, when it arrives at the warehouse, or only after manual approval.

The cost of the exchange item is factored into the refund. If the replacement is the same price as the returned item, there's no offset and the full item refund applies. If the replacement costs more, the price difference reduces the refund.

The WooCommerce integration must be active and tested before you enable exchanges. No extra credentials are needed — exchanges use the same WooCommerce REST API credentials as the main integration.

The shop-level default is immediate exchange. You can also enable product recommendations so customers can exchange for a completely different product.

After setup, submit a test return with an exchange selection and confirm the exchange order appears in WooCommerce with the right customer details and replacement items.

A clothing merchant offers free exchanges with an "immediate exchange" policy. A customer returns a size M jacket and selects size L. The moment they submit the return, Ingrid Returns creates a WooCommerce order for the size L jacket — so the fulfilment team can begin dispatch before the return parcel even ships.

A footwear brand wants to inspect returns before dispatching replacements, using an "exchange on return" policy with product recommendations enabled. The customer chooses an alternative style during the return. No WooCommerce order is created yet — when the returned shoes arrive and are marked received, the exchange order for the chosen style is created automatically. This keeps fulfilment risk low by confirming goods first.

The exchange order isn't appearing in WooCommerce after the customer submitted the return.
Check the exchange policy first. "Exchange on return" and "exchange on shipment" don't create the order at submission — the trigger hasn't fired yet. For "immediate exchange," check Returns Back-office for an error on the exchange. Common causes are a variant that no longer exists in WooCommerce or a product deactivated since the original order.

Can a return have more than one exchange?
No. A return is associated with one exchange order, though multiple items in the same return can all be included in that single order.

What happens if an exchange order is cancelled in WooCommerce?
Cancelling it in WooCommerce doesn't automatically update the return in Ingrid Returns. Update the return in Returns Back-office manually to reflect the cancellation.

Does the exchange affect the refund?
Yes. The exchange item cost is offset against the refund. Same price means no offset; a more expensive replacement reduces the refund by the difference.

Can exchanges be limited to certain products or customer groups?
Yes. Product policies control which products are eligible for exchange, and availability can also be controlled per price list.