🔁 Why Are Customers Charged for Exchange Shipping?

Overview

If a customer is being asked to pay during an exchange — even when the new item is of equal or lesser value — the charge is likely related to the shipping cost, not the product itself.

💡 Why This Happens

By default, your return logic settings determine who pays for the shipping label. If:

• Return labels are covered by you
• But exchange labels are not
  → Customers will be prompted to pay for shipping during the exchange process.

🔧 How to Change This Setting

To cover the shipping cost for exchanges:

1. Go to Settings → Return & Warranty Methods → Return Logic
2. Select the relevant return reason or logic (e.g., Default Logic)
3. Under Return Label Settings, check the box to cover the cost for exchanges
4. Save your changes

✅ Tip: You can set different rules for returns vs. exchanges — just make sure they reflect the customer experience you want to offer.

Still Confused?

If you're unsure which logic is being applied or why a charge is showing up, contact WeSupply Support with:

• The RMA number
• The related order number

We’ll be happy to walk you through it!