> For the complete documentation index, see [llms.txt](https://parcelwill-returns.gitbook.io/help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://parcelwill-returns.gitbook.io/help-center/management/exchanges-process.md). # Exchanges process ### Considerations for creating exchanging items Before you process a exchange, review the following considerations: * You can't add exchange items to orders with duties, but you can create a return for orders with duties. * Order level discounts can't be applied to exchange items, but you can add a product discount to exchange items. * Quoted from the Shopify Help Center： ### Understanding exchanges

Situation	Action	Exchange process
The customer owes you money for a return or an exchange where new items and fees are more expensive than the returning items.	Your customer has already paid for the exchange item when the return request is submitted.	Exchange for different items process A
You owe the customer money for a return or an exchange where the new items are less expensive than the returning items.	You need to refund your customer after the return request is approved.	Exchange for different items process B
New items and returning items have the same value, and it's an even exchange.	No action is required. The money paid for the returning items is applied to the new items.	Replace with the same item process

Situation

Action

Exchange process

The customer owes you money for a return or an exchange where new items and fees are more expensive than the returning items.

Your customer has already paid for the exchange item when the return request is submitted.

Exchange for different items process A

You owe the customer money for a return or an exchange where the new items are less expensive than the returning items.

You need to refund your customer after the return request is approved.

Exchange for different items process B

New items and returning items have the same value, and it's an even exchange.

No action is required. The money paid for the returning items is applied to the new items.

Replace with the same item

process

### Exchange process update notes Based on the **exchange for different items process B** and **replace with the same item process**, our returns system deeply integrates with Shopify orders, building the app through the Shopify Return API.\ \ When the merchant approves the return request in the ParcelPanel returns management section, the Returns App will automatically create an exchange item to synchronize to the original Shopify order as shown below:\ \ **ParcelPanel returns management**

**Shopify order**

The merchant needs to note that order fulfillment for exchanges will be controlled by Shopify or another 3PL and on the Shopify original order.

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