Overview
We are rolling out updates to the Returns & Exchanges flow on Return Prime to comply with Shopify’s mandate that all payments must be processed via Shopify Checkout.
These changes impact payments, exchange order creation, and merchant workflows. This document will help the support team handle merchant queries effectively.
What’s Changing
1. Payments via Shopify Checkout
All exchange payments will now happen through Shopify Checkout
No additional payment gateway configuration is required in Return Prime
Customers will use the same payment methods enabled on the Shopify store
Configuration Control:
Merchants can control which payment options are visible for returns and exchanges from:
Settings → Profile → “Configure Shopify payment page”
2. Shipping Methods via Shopify
Shipping options for exchanges are now fetched directly from Shopify
Customers see store-configured shipping methods and can configure what shipping options should be visible for return and exchanges.
3. Automatic Exchange Order Creation
Exchange orders are created only after payment is completed
Orders are created in “On Hold” status
Order Tagging Behavior:
A default “hold” tag is applied to exchange orders when they are created
This tag is automatically removed once the order is released
Merchants can customize this tag from:
Settings → Profile → “Add fulfillment hold tags of your choice to exchange order” (“hold” is the default value)
4. Merchant-Initiated Exchange via Checkout Link (New)
Merchants can now initiate an exchange directly from the dashboard
This generates a checkout link
The link can:
Be shared with the customer for payment
Be used by the merchant to complete payment on behalf of the customer
Key Behavior:
Exchange order is created only after payment is completed via the link
Post-payment flow remains unchanged
What Has Been Deprecated
1. Prefix/Suffix for Exchange Orders
No longer supported since orders are created by Shopify
Alternative: Use tags
Path:
Settings → Policy → “Add tags of your choice to exchange order”