How to Enable Same-Item Exchanges in WeSupply

If you're looking to offer item exchanges in your store, WeSupply allows you to set up exchanges for variants of the same product—such as different sizes or colors—quickly and easily. This setup ensures that customers can swap items without being overcharged, even when discounts are involved.

Why Enable Same-Item Exchanges?

Allowing exchanges for variants of the same product (e.g., a shirt in a different size) gives your customers more flexibility and can help reduce refund-related return requests. This improves customer satisfaction while minimizing lost revenue. With this option, exchanges are only available when the replacement product has the same price and product ID, ensuring a smooth and predictable process for both you and your shoppers.

How to Enable Same-Item Exchanges

Follow the steps below to set up exchanges for same-item variants:

1. Access Return Logics:
   • Log in to your WeSupply Admin Panel.
   • Go to Return Settings → Return Logics.
   • Select your active return logic or create a new one.
2. Enable Exchanges:
   • Scroll down to the Exchanges section.
   • Enable the "Allow exchanges for the same product with same price" toggle.
   • (Optional) Enable the “Carry-over discount” option to ensure any promotional discount from the original item is applied to the exchanged item as well.
3. Set Your Return Location(s):
   • Navigate to Settings → Locations → Manage Locations.
   • Choose your default ship and return locations.
   • You can disable exchange and return processing for other locations if you want to centralize where items are returned.
4. Set the Exchange Processor:
   • Go to Settings → Returns and Warranty Settings → Advanced Settings.
   • Scroll down to the Order Exchange Processor section.
   • Select the appropriate exchange processor to ensure the exchange workflow is completed correctly.

What the Customer Experience Looks Like

Once the feature is enabled:

• When a customer starts a return, they’ll see an “Exchange for something else” option.
• They will only be able to select variants of the same item (e.g., different sizes or colors of the same shirt) if they are the same price.
• If the original item was purchased with a discount, that discount will automatically carry over to the exchanged item.
• The exchange will follow the return logic settings—such as free return shipping, if configured.
• Once submitted, the request will require approval, during which you can assign a return location and generate a return label.

If you're seeing the message “Exchange Processor was not set,” please double-check that the Order Exchange Processor is configured in your Advanced Settings. The exchange process will not function without it.

For additional questions or help setting up exchanges, feel free to contact our support team. We’re happy to help!