Exchange a Shopify order item

Both Ochre and Shopify allow item exchanges, but at this time it is not possible to write order changes back to Shopify (or take updates to a Shopify order after ingestion into Ochre). However, it is still possible to process an order item exchange. Please note however, that the action is likely to result in different order item totals on Ochre and Shopify, but of course this does not affect the fulfilment of the order.

If the order / item in question has not shipped yet, please consider whether it is preferable to cancel the existing order and have the Customer place a new order as this is much cleaner. If taking this route, consider placing the existing shipments on hold and placing a new order before cancelling the old to avoid the products going out of stock. 

If you wish to proceed, this action can be taken before or after the item has dispatched.

To exchange a Shopify order item:

1. Find the order in Ochre Admin and determine whether the item in question has already shipped. If it has shipped and you want to receive the item back before proceeding, follow the steps to return an order item.
   
   If the item has not shipped - cancel the item, ensuring that any shipments reflect the cancellation.
    
2. Next, follow the steps to add a zero-value item to a Shopify order within Ochre. This does not directly affect any changes in the order value on Shopify. Please note: it is currently not possible to add a non-zero item to an order as we cannot accept payment for an item on a Shopify order.
    
3. Finally, follow the required steps on Shopify to exchange the same item, including processing any additional refund/payment required with the Customer.