Replace product refuses loudly rather than guessing, so when a customer is stuck there is always a specific reason. Find the one that matches what they told you.
The Replace product row is not there at all
The Tacey block is not placed. Add it to the Thank you page in the checkout editor and the Order status page in the customer accounts editor.
The tool is off. In Tacey, open Editing Tools, click Set up tools, and check Replace product. Open it and click Turn on if needed.
The order type is refused. The row never shows on orders paid with Shop Pay Installments, created by another app, still waiting for payment (cash on delivery, bank transfer, manual payment), placed before 2019, local delivery, placed through a business account, cancelled, merged into another order, or carrying one of your Blocked order tags.
The edit window has closed. The customer sees "The time to make changes to this order has passed."
Everything has shipped. The customer sees "Everything on this order has already shipped, so it cannot be changed here."
The row is there but no products appear
No collections are chosen. Open Replace product and check Collections a customer may choose from. With none chosen, customers cannot replace anything.
A chosen collection was deleted. The page shows "One of these collections is no longer in your store, so nothing can be swapped from it. Remove it and choose another."
The products are not sold in the customer's market. Only products published to the market of the customer's shipping country are offered.
The products are Draft or Archived. Only Active products can be picked.
The customer picked a product and it was refused
What the customer saw, or what happened | Why | What to do |
"This item has already shipped, so it can't be changed." | The item's unshipped quantity is zero. | Handle it as a return. |
"That option is currently out of stock." | The option is not available for sale, or Only if it is in stock is on and you have none. | Restock, or suggest another option. |
Refused as not offered | The product is not in any of your allowed collections. This is checked again at the moment of confirming. | Add the collection, if you want it offered. |
Refused as not available in their market | The product is not published to the customer's market. | Publish it to that market in Shopify. |
Refused for the price difference | The price moves by more than your Most a replacement's price can differ, per item. | Raise the cap, or set it to 0 for no limit. |
"We're updating this order right now. Please try again in a moment." | Another change to the same order was being saved at that instant. | Ask them to try again. |
Some items are protected and cannot be replaced, for example items that came from another order when two orders were merged.
The swap went through but the money looks wrong
Pricier replacement, still unpaid: the order is held and tagged `tacey-payment-owed` until the customer pays on Shopify's payment page. The figure shown before paying may read "+ tax" on stores that add tax on top; Shopify's payment page shows the exact total.
Cheaper replacement, no refund yet: refunds wait for your approval by default. Open the order in Tacey and click Approve refund, or turn on Refund customers automatically in Global settings. Even with automatic refunds on, Tacey waits until the customer has made no change for 15 minutes before refunding.
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