The order customers see options in
When a customer starts a return, Comeback shows resolutions in this order, whenever your rules allow them:
- Exchange for another size/colour (a variant swap on the same product)
- Choose a different item (Starter plan and above, if you've enabled it)
- Store credit (with your optional bonus)
- Refund
All allowed options are shown together — nothing is pre-selected, there's no countdown, and there's no pressure copy. We designed it this way deliberately; Shopify's Built for Shopify rules prohibit dark patterns, and we agree with the rule, not just the letter of it.
Variant swaps
A same-product variant swap (different size or colour) is honoured at the price the customer originally paid, even if the current price is different — as long as "Honour original price on variant swaps" is on in your settings (it's on by default). The customer never owes anything extra for a same-product swap.
Choosing a different item (Starter and above)
Customers can pick from collections you choose, as long as the new item's price is at or below the value of what they're returning. If they want something pricier, we show: "This costs more than your return. Choose store credit and shop anything." — we don't support collecting an extra payment for a pricier exchange yet.
What we don't do at MVP
- No exchanges where the buyer would owe money. If a customer wants something more expensive, they're guided to store credit instead of a hybrid pay-the-difference exchange. This is a deliberate scope decision, not a bug — it avoids building a separate payment-collection flow before it's proven necessary, and it may be added in a future release.
- No carrier shipping labels. Customers ship items back using your address and instructions. If you use Shopify Shipping, you can still buy a label for the return the normal way from your Shopify admin.
Orders sold through a Merchant of Record (Managed Markets)
If an order was sold through Shopify Managed Markets with Shopify (or another provider) acting as Merchant of Record, exchange options are not available for that order — customers can only choose store credit or a refund. This isn't a Comeback limitation; it reflects how Shopify's own API treats these orders (an exchange would be a new cross-border order requiring duties and customs handling all over again). Comeback checks for this automatically before showing any exchange option, and if a request slips through anyway, it's routed to your review queue flagged "exchange blocked by Merchant of Record" rather than failing silently.
Receiving and resolving a return
When an item comes back:
- Open the request and click "Receive & resolve."
- Confirm quantities and whether each line is restocked (and where) or not restocked.
- Comeback processes the refund, releases the exchange, or issues store credit (plus any bonus) accordingly.
If you process a return directly in Shopify admin instead of in Comeback, our queue updates automatically within about a minute, via webhook — you don't have to do anything twice.