---
title: "Exchange flow"
canonical: "https://ingrid-support.refined.site/space/KB/423493635/Exchange%20flow"
format: markdown
---
The **Exchange Flow** is the end-to-end process that guides your consumers from selecting an exchange in the Returns Portal to receiving their new item — entirely automatically, with no manual handling required from you.

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## How it works for your consumers

The Returns Portal supports three options for your consumers: **Return**, **Exchange**, and **Claim**. All three share the same entry point and item selection. They branch at the action modal where the consumer picks their path. This article covers the **Exchange** path. See related articles for the others.

> **Note:** The flow below describes the default configuration. Your Returns Portal may look slightly different depending on what you’ve set up — for example, AI-powered product recommendations or the timing policy for new order creation may vary. See “What you can configure” below, or contact your Ingrid CSM.

The exchange journey runs across three tabs in the Returns Portal: **Items → Shipping → Confirm**.

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**Step 1 — Find your order**

Your consumer opens the Returns Portal and enters their email address and order number, agrees to the Privacy Policy, and clicks “Find your order”.

![Screenshot 2026-03-03 at 10.48.53.png](media://2c031d80-ce30-4004-adca-7daf3689780d)

![Screenshot 2026-03-03 at 10.49.07.png](media://e079642b-4213-4488-bafb-5011c636abbe)

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**Step 2 — Select an item**

The consumer sees their order details — order number, purchase date, total value, and how many days remain in the return period — and selects the item they want to exchange.

![Screenshot 2026-03-03 at 10.49.22.png](media://e2c8e22e-e729-413e-b21d-5b98af9a63a7)

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**Step 3 — Choose an action**

For each selected item, the consumer chooses what they’d like to do:

- **Exchange for something else** — choose a different colour or size
- **Return item and get refund** — refund to original payment method or by gift card +20%
- **Make a claim** — report a problem with the item

![Screenshot 2026-03-03 at 10.49.32.png](media://c3ba5189-e44f-46fe-98fd-53546d832db3)

This article covers the **Exchange** path only. See related articles for Returns and Claim flows.

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**Step 4 — Select a new item**

After choosing to exchange, the consumer goes straight to selecting their new variant. Unlike the return flow, **no return reason is required** — keeping the experience fast and friction-free.

The consumer sees the item they’re returning and can:

- Pick a different colour using the colour picker
- Pick a different size using the size selector
- Click “Compare” to see the original and new item side by side before committing

Only in-stock variants are shown, so consumers can only select items you can actually fulfil.

![Screenshot 2026-03-03 at 10.50.01.png](media://6e744ad5-41dc-4dcd-a096-6803d9ec31b3)

![Screenshot 2026-03-03 at 10.50.14.png](media://77939931-3663-46a5-853d-2e69fc751978)

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**Step 5 — Exchange confirmed on Items screen**

After selecting the new variant, the consumer is returned to the Items tab. The original variant is shown struck through, with the new variant alongside it (e.g. ~~Green~~ → Pink, S). The estimated refund is shown as SEK 0 for a same-price exchange.

![Screenshot 2026-03-03 at 10.50.22.png](media://939878fe-2746-4fd5-90c3-eb42ce7c4c66)

![Screenshot 2026-03-03 at 10.50.31.png](media://80f8a544-21be-4e03-afe6-dec82f0a1056)

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**Step 6 — Select a return shipping method**

The consumer chooses how to send the original item back. The available options are fully configurable — for example, home pickup, service point drop-off, or return in store.

![Screenshot 2026-03-03 at 10.52.10.png](media://eb142806-a670-4756-811c-3f069ec56db1)

![Screenshot 2026-03-03 at 10.52.19.png](media://5fa281a0-c078-45fe-8e94-3c1f07931442)

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**Step 7 — Review and confirm**

A summary is shown before the consumer confirms: the exchange item (original ~~struck through~~ → new variant), and the refund amount (SEK 0 for a same-price exchange).

→ Consumer clicks Confirm.

![Screenshot 2026-03-03 at 10.52.31.png](media://6ee28053-5a55-427e-bd09-6b1939aecddc)

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**Step 8 — Done**

“Your return has been registered. You will receive an email with return instructions.”

![Screenshot 2026-03-03 at 10.52.44.png](media://e4577285-d3ea-4f69-a570-f6818617de0c)

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## What happens automatically

Once your consumer clicks Confirm, everything runs without you lifting a finger:

1. Exchange is registered in Ingrid Returns
2. Return label is generated automatically via your carrier integration
3. Consumer receives a confirmation email with return instructions and the label
4. Consumer ships the original item
5. New exchange order is created automatically via your e-commerce platform integration (timing is configurable — see below)
6. New item is dispatched to the consumer
7. Item arrives at your warehouse → your WMS confirms receipt
8. Return status is updated automatically

No refund is triggered for a same-price exchange. Price differences may require manual handling depending on your e-commerce platform.

No manual steps required from you at any point.

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## What you can configure

**Exchange order timing**

You control when the new item is ordered and dispatched:

| Option | When the new order is created |
| --- | --- |
| **Immediately** | As soon as the consumer confirms — best for trusted or high-value customers |
| **After first carrier scan** | Once the original item is confirmed in transit |
| **After QC complete** | After your warehouse approves the returned item |

To change the timing policy for your account, contact your Ingrid CSM or implementation team.

**Return shipping options**

The shipping methods shown to your consumers (home pickup, service point, in-store return, etc.) are fully configurable. See: **[Price Setup](https://ingrid-ab.atlassian.net/wiki/spaces/KB/pages/379813889)**.

**AI-powered product recommendations (optional)**

When enabled, the variant selection screen shows personalised product suggestions — giving consumers the option to exchange for a different product entirely, not just a different variant. Ask your CSM if this is available for your account.