Sometimes a customer ordered the wrong thing entirely, not the wrong size but the wrong product. Replace product lets them swap an item that has not shipped yet for a different product from collections you choose, on their Thank you page or Order status page, without contacting you.
What this tool does
The customer picks an item on their order, searches the products you allow, picks an option, and confirms. Tacey swaps the old item out and the new one in, in one change to the same order. The new item can cost the same, less or more:
Same price: the swap happens and no money moves.
Pricier: the customer pays the difference through Shopify's own payment page, and the order is held until they pay.
Cheaper: the customer is owed the difference. The refund waits for your approval, or goes out automatically if you turned on Refund customers automatically in Global settings.
The new item takes the whole quantity of the item it replaces. The old item is restocked and stays on the order in Shopify at quantity 0, so you always have a record of what was originally bought.
Before you start
Add the Tacey block to the Thank you page in Shopify's checkout editor and to the Order status page in the customer accounts editor.
Decide which collections customers may replace into. Until you choose at least one, customers cannot replace anything.
How to set it up
In Tacey, open Editing Tools.
On the Thank you page card, click Set up tools.
Click Set up next to Replace product.
Under Collections a customer may choose from, click Choose collections and pick one or more collections in Shopify's picker.
Leave Only if it is in stock on unless you want to allow replacements into products you track but are out of.
Set Most a replacement's price can differ, per item. Leave it at 0 for no limit, or enter an amount to cap how far the price may move in either direction.
Click Save, then Turn on if the tool is off.
Every setting
Setting | Default | What it does |
Collections a customer may choose from | None chosen | Only products in these collections can be picked. Empty means nothing can be picked, which is the safe default. |
Only if it is in stock | On | Refuses the replacement when the product they want is not available, following your Shopify inventory settings. |
Most a replacement's price can differ, per item | 0 (no limit) | 0 lets a customer replace with anything in your collections, higher or lower. Any other amount is the most the price may differ per item, in either direction. |
The tool summary on the list reads, for example, "2 collection, any price, higher or lower".
What the customer sees
They tap Replace on the Replace product row. If more than one item on the order can still change, they pick which one first.
They search or browse the products you allowed and pick an option.
The confirm step shows what happens to the money: nothing owed, Payment due with the amount, or a note that they are owed a refund to their original payment method.
They confirm. If money is owed, Pay now opens Shopify's payment page.
What this does NOT do
It does not replace an item that has shipped. Only the unshipped quantity of an item can be replaced.
It does not split a line. The replacement takes the item's whole unshipped quantity; the customer cannot replace 1 of 3.
It does not offer products outside your collections, or outside the customer's market. Both are checked again the moment the customer confirms, not just when the list is shown.
It does not change the size or colour of the same product. That is the Change product options tool.
It does not work on every order. Orders paid with Shop Pay Installments, created by another app, still waiting for payment, placed before 2019, local delivery, business-account, cancelled or merged orders, and orders past their edit window are refused.
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