Once the Webshipper WMS integration is activated and your webhook is configured, Returnflows will automatically handle exchange orders from creation to fulfillment – with full sync to Shopify.
This article explains how the system works in practice when a customer initiates an exchange.
🧱 Overview of the Flow
A customer starts a return and selects exchange
Returnflows creates a new order in Webshipper
The order is assigned status: “On hold”
When the return is confirmed or the parcel is handed in → the order is released
When the exchange order is shipped → Shopify is updated automatically
(order in Shopify, as only 1 order)
In Webshipper, this would be 2 seperate orders, containing one product each:
🧾 What does the order look like in Webshipper?
When an exchange is created:
A new order is created in Webshipper
It’s tagged as
#EXCHANGE-#XXXXOnly the new product (to be sent to customer) is included
Status = On hold
(Exchange order created in Webshipper)
🔓 When is the order released for fulfillment?
The order changes from “On hold” to “Awaiting” (ready to pick/ship) based on whether Instant Exchange is active:
Condition | Required trigger | Order released when... |
Instant Exchange = ON | Return parcel is handed in | Webhook: |
Instant Exchange = OFF | Return is closed and approved | Webhook: |
✅ What happens in Shopify?
When the Webshipper exchange order is marked as shipped:
Returnflows listens via webhook for the status update
We fulfill the corresponding item in Shopify
If there's a price difference, we capture payment for that amount
The customer still sees a single order in Shopify, but all logic is handled through Webshipper and Returnflows.
🔍 How to identify exchange orders in Webshipper
Exchange orders can be identified using:
#EXCHANGEin the order numberStatus: On hold / Awaiting
Same Shopify reference (original order number retained)
Webshop = Shopify (e.g.,
returnflows.myshopify.com)
(Webshipper order list showing exchange orders)
📌 Important to know
Only one Webshipper order is created per exchange, even if multiple items are included
In Shopify, it’s still the same original order – we update fulfillment inline
Returnflows does not send original return items to Webshipper – only the item to be shipped
💬 Need help?
Not sure why your order didn’t release? Or how to test webhook flows?
Chat with us – we’ll help you get it working right 🧠