The Exchange Flow is the end-to-end process that guides your consumers from selecting an exchange in the Returns Portal to receiving their new item — entirely automatically, with no manual handling required from you.
How it works for your consumers
The Returns Portal supports three options for your consumers: Return, Exchange, and Claim. All three share the same entry point and item selection. They branch at the action modal where the consumer picks their path. This article covers the Exchange path. See related articles for the others.
Note: The flow below describes the default configuration. Your Returns Portal may look slightly different depending on what you’ve set up — for example, AI-powered product recommendations or the timing policy for new order creation may vary. See “What you can configure” below, or contact your Ingrid CSM.
The exchange journey runs across three tabs in the Returns Portal: Items → Shipping → Confirm.
Step 1 — Find your order
Your consumer opens the Returns Portal and enters their email address and order number, agrees to the Privacy Policy, and clicks “Find your order”.
Step 2 — Select an item
The consumer sees their order details — order number, purchase date, total value, and how many days remain in the return period — and selects the item they want to exchange.
Step 3 — Choose an action
For each selected item, the consumer chooses what they’d like to do:
Exchange for something else — choose a different colour or size
Return item and get refund — refund to original payment method or by gift card +20%
Make a claim — report a problem with the item
This article covers the Exchange path only. See related articles for Returns and Claim flows.
Step 4 — Select a new item
After choosing to exchange, the consumer goes straight to selecting their new variant. Unlike the return flow, no return reason is required — keeping the experience fast and friction-free.
The consumer sees the item they’re returning and can:
Pick a different colour using the colour picker
Pick a different size using the size selector
Click “Compare” to see the original and new item side by side before committing
Only in-stock variants are shown, so consumers can only select items you can actually fulfil.
Step 5 — Exchange confirmed on Items screen
After selecting the new variant, the consumer is returned to the Items tab. The original variant is shown struck through, with the new variant alongside it (e.g. Green → Pink, S). The estimated refund is shown as SEK 0 for a same-price exchange.
Step 6 — Select a return shipping method
The consumer chooses how to send the original item back. The available options are fully configurable — for example, home pickup, service point drop-off, or return in store.
Step 7 — Review and confirm
A summary is shown before the consumer confirms: the exchange item (original struck through → new variant), and the refund amount (SEK 0 for a same-price exchange).
→ Consumer clicks Confirm.
Step 8 — Done
“Your return has been registered. You will receive an email with return instructions.”
What happens automatically
Once your consumer clicks Confirm, everything runs without you lifting a finger:
Exchange is registered in Ingrid Returns
Return label is generated automatically via your carrier integration
Consumer receives a confirmation email with return instructions and the label
Consumer ships the original item
New exchange order is created automatically via your e-commerce platform integration (timing is configurable — see below)
New item is dispatched to the consumer
Item arrives at your warehouse → your WMS confirms receipt
Return status is updated automatically
No refund is triggered for a same-price exchange. Price differences may require manual handling depending on your e-commerce platform.
No manual steps required from you at any point.
What you can configure
Exchange order timing
You control when the new item is ordered and dispatched:
Option | When the new order is created |
Immediately | As soon as the consumer confirms — best for trusted or high-value customers |
After first carrier scan | Once the original item is confirmed in transit |
After QC complete | After your warehouse approves the returned item |
To change the timing policy for your account, contact your Ingrid CSM or implementation team.
Return shipping options
The shipping methods shown to your consumers (home pickup, service point, in-store return, etc.) are fully configurable. See: Price Setup.
AI-powered product recommendations (optional)
When enabled, the variant selection screen shows personalised product suggestions — giving consumers the option to exchange for a different product entirely, not just a different variant. Ask your CSM if this is available for your account.