Example · Shoes

Size 40 back, size 41 after it, without a new purchase.

Anyone who only wants another size should not first get their money back and then order again. The replacement delivery sends the new size as an order of its own at 0.00 €, with stock and shipping as for every order.

The question

How do I exchange a size without refunding and making the customer buy again?

The situation

A shoe shop has the procedure “Exchange for another size” with the compensation “Replacement”. Lukas Brenner from Nuremberg ordered Sneakers City Run in 40, they pinch at the front. On 27 October he registers return 50452 and adds “size 41 please”.

  • Order 11995 of 24/10/2026: Sneakers City Run in 40 for 99.95 €
  • Return 50452 with “Too small” and “Exchange for another size”
  • Parcel in on 30/10, replacement in 41 as order 12003 on the same day

What Lukas chooses when creating

Reason and procedure already say what he wants

With “Ask for the procedure” Lukas chooses next to the reason how it should go on. In the shop the procedure “Exchange for another size” carries the compensation “Replacement”; that presets the way for the check. He writes the size he wants into the comment.

  • Reason “Too small”.

  • Procedure “Exchange for another size”.

  • The comment names the new size.

What the team does

Check with “Replacement”, then choose the new size

The parcel arrives on 30 October. When checking, “Compensation” already marks “Replacement”, because the procedure presets it; the 40 goes “Into stock”. Then “Create replacement delivery” opens the window in which the team chooses the 41 instead of the 40 with “Deliver another product”. All fields of the window are shown under Replacement delivery.

  • The return stands on “Received”, one product is still to be checked.

What “Create replacement delivery” does:

  • A new order 12003 for Lukas is created through Shopware’s checkout, every line at 0.00 €, shipping costs 0.00 €, without promotions.
  • Billing and shipping address are copies of the addresses from order 11995; the address book stays as it is.
  • Stock, shipping and further emails run as for every order: the 41 leaves the warehouse, and the team ships it as usual.
  • Without the tick for the order confirmation Lukas gets no second confirmation for the replacement.

What Lukas sees afterwards

The replacement on the page of his return

On the page of the return the card “Refund and replacement” shows the new order and its date. With the button Lukas opens order 12003 with Shopware’s shipment tracking.

  • The replacement with order number 12003 and date.

  • To the order leads to the new order in the account.

  • The status stands on “Completed”, every step has a date.

The settings for it

Where to find them in the configuration (Orders › Return shipments › side menu System › Settings):

  • Card Creating a return shipment › Ask for the procedurePer product the customer chooses what he wishes for, for example a credit or a replacement delivery; the choices are under procedures. Off: the question is left out in the shop and in the administration.

Common questions

How do I exchange a size in Shopware?

With a replacement delivery from the return: after the check with the compensation “Replacement”, “Create replacement delivery” creates a new order at 0.00 €, on request with another product, for example another size.

Does the customer have to order again for the exchange?

No. The replacement delivery is an order in the customer’s name that the team creates in the admin. The customer pays nothing and sees it on the page of their return.

What does the replacement delivery cost?

Nothing. Every line stands at 0.00 €, the shipping costs too, and promotions do not apply.

Is the stock of the new size booked out?

Yes. The replacement delivery is a normal order; Shopware books out the stock of the delivered products as for every order.

Can I deliver a completely different product?

Yes. With “Deliver another product” you pick any product in the window, not only another variant.

What if the new size is not available?

Then the plugin creates no replacement delivery and names the reason Shopware’s checkout reports. The team can refund instead or deliver later.

More examples

ExampleA complaint with photosA defect with required photos, a question at the return, then check and refund, all in one process.Read on → ExampleCheck first, then the labelFrequent returners and expensive products wait for an approval, everyone else gets return document and label right away.Read on → ExamplePartial returnOne product of three goes back: a refund with part of the shipping costs by hand and “Returned (partially)” at the order.Read on →

Try it in the demo shop.

The demo shop shows the customer account and the administration fully set up. The manual shows every setting.

In the Shopware Store To the demo shop Manual