What is it?
When a customer initiates a return and selects "exchange" instead of a refund, Ingrid Returns presents a curated list of replacement products. The suggestion logic pulls product and variant data from the connected e-commerce integration, applies merchant-configured filters (product policies, stock availability), and returns the eligible set of items for the customer to choose from.
This means customers only see options they can actually select and complete — and merchants can shape what's offered through policy and configuration.
Key benefits
Same-product variant exchanges out of the box — customers exchanging a size M jacket are offered all in-stock variants of the same product (different sizes, colors)
Cross-product exchanges (optional) — when enabled, customers can exchange for a different product entirely, with recommendations sourced via AI
Product policy control — merchants define which variant attributes (color, size) lock the exchange to prevent unintended swaps
Stock-aware suggestions — out-of-stock variants are excluded when the connected e-commerce integration supports stock lookup
Free or paid exchange paths — same-price replacements complete without an extra payment step; higher-priced replacements collect the difference via the platform's payment flow
How it works
When a customer confirms an exchange in the Returns Portal, the suggestion list is built in real time:
The customer selects which item they want to exchange.
Ingrid Returns fetches product and variant data from the connected e-commerce integration — all variants of the original product, plus AI-recommended cross-product suggestions when cross-product exchange is enabled.
Active product policies filter out variants that don't match the locked properties (e.g., color, size).
Out-of-stock variants are excluded when the integration supports stock lookup. For integrations that don't, all variants are shown.
The customer selects from the remaining list. The system calculates the price delta against the original item.
If the delta is zero or negative → free exchange path. Order is created via the e-commerce integration.
If the delta is positive → paid exchange path. A draft order is created and the customer receives a payment link. The exchange is confirmed once payment completes.
Exchange timing
When the actual exchange order is placed in the merchant's e-commerce platform depends on the configured exchange policy:
Policy | When the order is created |
Immediate exchange | At the moment the customer confirms the selection |
Exchange on return | When all returned items are received at the warehouse |
Exchange on shipment | When the return shipment is booked and in transit |
Manual approval | After a merchant agent approves the exchange in the Back-office |
Use cases
Same-product size exchange — a customer purchased a size M jacket and selects size L as a replacement. All in-stock sizes of the same jacket are shown. Price delta is £0. A free exchange order is created immediately.
Paid cross-product exchange — a customer purchased a £40 t-shirt and selects a £60 hoodie from the same brand. Cross-product exchange is enabled, so the hoodie surfaces via AI recommendations. A draft order is created, the customer pays the £20 difference, and the exchange is confirmed.
Same-color, different-size only — a merchant configures a product policy that locks color. Customers exchanging a black shirt are shown only black variants — no other colors appear in the suggestions.
Configuration
Where to configure
Exchange behavior is controlled through two areas in the Returns Back-office:
Product policies:
Returns Back-office → Settings → Product PoliciesExchange settings:
Returns Back-office → Settings → Shop Settings → Exchanges
Settings
Setting | Description | Default |
Exchange enabled | Turns the exchange option on or off in the Returns Portal | Off |
Exchange policy | Determines when the exchange order is placed (Immediate / On return / On shipment / Manual approval) | Immediate |
Product recommendations | When on, customers see AI-sourced cross-product recommendations alongside same-product variants | Off |
Product policy targets | Locked property rules (e.g., color, size) that constrain which variants are eligible | None |
Product policy setup
Product policies use locked properties as the filtering criteria. A policy specifies which variant attributes must match when offering exchange suggestions — for example, locking color ensures the customer only sees variants in the same color as the original item.
To configure:
In Product Policies, create a new policy.
Select the locked properties to enforce (e.g., color, size).
Set the policy action to allow exchange.
Save and verify by initiating a test return.
FAQ
Q: Can a customer exchange for a different product entirely, or only different variants of the same product?
A: Both, but cross-product exchange is off by default. When enabled, AI recommendations source candidate products from the merchant's catalog.
Q: How does Ingrid Returns know what's in stock?
A: Stock data is fetched live from the connected e-commerce integration when the suggestion list is built. For integrations that don't support stock lookup, all variants are shown regardless of availability.
Q: What happens if the replacement costs more than the returned item?
A: The exchange moves to the paid path. A draft order is created and the customer receives a payment link. The order is confirmed only after payment completes.
Q: Can the merchant control which products are offered as exchanges?
A: Yes — through product policies. Policies filter by locked properties (color, size) and define exchange eligibility.
Q: Are paid exchanges supported on all integrations?
A: Paid exchanges require draft order support in the e-commerce integration. Integrations without draft orders cannot complete paid exchanges. Check integration capability before enabling paid exchange.