Refunds, store credit and exchanges

A shopper returning an item can end up with one of three things: their money back, store credit, or a different item. You decide which of these are on offer.

Refund to the original payment method

The money goes back to the card or wallet they paid with. Shopify handles the refund. The portal tells shoppers it usually takes 5 to 10 business days to show up, because that part is down to their bank.

Store credit

The customer gets the value as credit to spend in your store. Shopify issues it, so it works at your normal checkout with nothing extra to set up. It's available to the customer much sooner than a card refund, and the sale stays with you.

You can make credit more attractive by adding a bonus, for example 10% extra. The portal then shows both choices side by side with the bonus amount, so the shopper can see exactly what they gain. Bonuses are managed on the Retention page. See setting up each offer.

Exchanges

There are two kinds:

• Same product, different size or colour. The shopper picks the new variant on the item card. Only variants that are in stock are offered.
• A different product. The shopper browses your catalogue inside the portal and picks something else.

If the new item costs more, the shopper pays the difference before they confirm. If it costs less, you choose what happens: refund the difference to their original payment, give it as store credit, or give nothing back. That setting is under Return Rules → Basics → Advanced.

Refund without a return

For low-value or damaged items it often isn't worth paying for postage. A rule can let the customer keep the item and still get their refund. See return rules.

Choosing what's offered

Under Return Rules → Basics, in your policy:

• Refunds sets original payment only, store credit only, or the customer's choice.
• Advanced has the switch for exchanges.

Individual rules can narrow this further. "Sale items are store credit only" is a common one.

Good to know

• The refund or credit is issued when the return is approved, either by you or automatically. See refunds, credit and restocking.
• Exchanges are held until you've approved the return, unless you turn that off in the Advanced section of your policy.
• A shopper can mix outcomes in one request: exchange one item, refund another.