Refunds and exchanges
This screen decides what customers can get back for a return. They can get a refund, store credit, a gift card, a discount code, or an exchange. Customers pick one of the options you turn on.
Open Settings → Refunds and exchanges. Change what you need, then click Save in the save bar. Discard undoes unsaved changes.
The options
Each option has its own card. Use the switch on the card to turn it on or off.
| Option | What the customer gets | On by default |
|---|---|---|
| Refund to original payment method | The money goes back to the card or wallet they paid with. | Yes |
| Refund to store credit | The refund goes to their store credit balance. | No |
| Exchange item | Anything from your store. Price differences are charged or refunded. | No |
| Replace item | Another variant of the same product, at no extra cost. | Yes |
| Refund to gift card | A Shopify gift card for the refund amount. | No |
| Refund to discount code | A single-use discount code for the refund amount. | No |
All of these options are included on every plan.
Store credit needs a customer account
Refund to store credit is only offered when the order belongs to a customer account. Guest orders don't see it.
Replace item
The customer swaps for another variant of the same product, for example a different size. The new variant must cost the same as the one they're returning.
Exchange item
The customer can pick other products. If the new items cost more, they pay the difference. If they cost less, the rest is refunded. Which items they can pick also depends on What customers can exchange for in Return policy.
Text and badges on each option
When an option is on, you can change how it looks on the return page.
| Setting | What it does | Default |
|---|---|---|
| Custom name | The option's name on the return page. Up to 100 characters. | See the table below |
| Custom description | The line under the name. Up to 500 characters. | See the table below |
| Custom badge | Shows a small badge next to the name. | Off |
| Badge text | The badge wording. Up to 30 characters. | "Recommended" |
| Background | The badge colour. | Light green |
| Text color | The badge text colour. | Dark green |
The default names and descriptions customers see:
| Option | Default name | Default description |
|---|---|---|
| Replace item | Exchange for the same item | Swap for a different size or colour of the same product. |
| Exchange item | Exchange for a different item | Pick anything from the store. Price differences are charged or refunded. |
| Refund to original payment method | Refund to original payment method | Refunds usually reach your account within 5–10 business days, depending on your bank. |
| Refund to store credit | Refund as store credit | Get store credit instantly and use it on your next order. |
| Refund to gift card | Refund to a gift card | Receive a gift card by email as soon as your return is processed. |
| Refund to discount code | Refund as a discount code | Receive a one-time discount code for the refund amount. |
The card header shows Localized content: English (default). The text you type here is the English version.
Bonus badges
If you set a Bonus for keeping the money in store, Falcon adds a badge such as "+10% bonus" to the store credit, gift card, discount code and exchange options. Store credit, gift card and discount code also get a Recommended badge. Your own badge replaces the bonus badge on that option.
Display order
The Display order card lists only the options that are on. Drag them into the order you want. Customers see the options in this order on the return page.
If every option is off, the card says "Turn on at least one solution below."
Exchanges recommendation logic
The Exchange item card has one more section. Here you choose which products customers can pick from when exchanging for a different item.
| Source | What it means | Default |
|---|---|---|
| Shopify recommendations | Products Shopify recommends. | On |
| All products | Your whole catalogue. | On |
| Specific collections | Collections you list by ID, separated by commas. | Off |
Drag the sources to change their order. This section stays open even when Exchange item is off, but you can only edit it while the option is on.