What is it?
Magento merchants can let customers exchange returned items for a replacement variant directly in the Ingrid Returns widget. When a customer selects a replacement, Ingrid Returns creates a new order in Magento automatically — no manual order entry — and it enters your standard fulfillment queue alongside regular orders.
Exchange timing (policies)
You control when the replacement order is created in Magento. The policy is set as a shop-level default and can be overridden per price list, so different customer segments, products, or markets can use different timing.
Policy | Replacement order is created… |
Immediate exchange | As soon as the customer confirms the exchange in the widget |
Exchange on return | When all returned items are received at the warehouse |
Exchange on shipment | When the returned items are in transit |
Manual approval | After a staff member approves the exchange in the Returns Back-office |
The shop-level default is Immediate exchange.
Configuration
Exchange policy is set in two places, with the price list taking precedence over the shop default:
Shop default:
Returns Back-office → Settings → Admin → [Shop] → Edit → ExchangesPer price list:
Returns Back-office → Settings → Price Setups → [Price list] → Exchanges
The exchange flow uses the same Magento OAuth 1.0a credentials as the rest of the integration — no separate setup needed.
Examples
Immediate exchange on standard items — For items under a set value, use Immediate exchange so the replacement order is created the moment the customer confirms — faster fulfillment on lower-risk items.
Warehouse-gated exchange for premium items — For high-value items, use Exchange on return so the replacement order is only created after the returned item is confirmed received — reducing exposure if the return never arrives.
FAQ
Q: The exchange order isn't in Magento Admin.
A: Check the credentials, then the policy — with Exchange on return the order isn't created until warehouse receipt is confirmed; with Manual approval a staff member must approve it first.
Q: Can an exchange order be cancelled after it's created?
A: Cancellation is handled manually in Magento Admin once the order exists — Ingrid Returns doesn't send a cancellation.
Q: How are price differences handled?
A: If the replacement costs less, the customer gets a partial refund on the original return. Collecting an additional amount for a more expensive replacement is handled outside the exchange order — verify the exact mechanics with your Ingrid Returns team.
Q: Can different price lists use different exchange policies?
A: Yes — the price-list policy overrides the shop default.
Limitations
One exchange order is created per return.
Exchange orders inherit the original order's shipping method.
Inventory restock of the returned item is not automatic.
Each price list must be configured individually if it needs a non-default policy.