Prepaid exchanges introduction

Customers pay the full value of their exchange order and receive a refund for their return once it is processed.

Exchanges and refunds are treated as separate orders.

Who should use the Prepaid model?

Use the prepaid model if your refund workflow (typically ERP limitations) does not allow the discount-based exchange model (where the exchange value automatically offsets the refund amount).

This option keeps your existing refund process unchanged and requires no ERP integration.

How does the exchange flow work

Exchanges

Customers can request exchanges directly via the returns portal.

They will be informed that exchanges are treated as separate orders and require full payment.

HINT: You can offer free shipping on exchanges to increase conversion. This is done in Float Exchange settings.

Once the customer confirms the exchange request, Float opens a checkout window for the exchange order, which the customer pays for.

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Exchange orders are created automatically by Float in your Shopify

Exchange orders are created instantly in Shopify and sent to fulfilment. This is done by Float directly in Shopify.

Refunds

Float generates a return label and instructions for the customer to send the parcel back. Once the parcel is returned, the merchant should process the return and issue the refund.

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Refunds are handled the same way as before implementing Float.

The merchant remains in control of this process. Because the customer has paid the full value of the exchange order, they should receive a full refund for the returned item once it is received and processed by the merchant (minus any return fees).