This article explains the price difference settings that control what Loop does when a shopper exchanges for an item at a different price than the one they returned. Variant exchanges and Advanced Exchanges are configured separately, and each offers four modes — so you can absorb the price difference on variant swaps while capturing the upsell on Advanced Exchanges, or issue a partial refund when a shopper trades down. Product Recommendations handles price differences automatically and is not governed by these settings.

Note: These settings do not affect your Shop Now setup. If you want to begin configuring Shop Now, head here!

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Different Priced Exchanges used to be a single setting that applied to variant exchanges, Advanced Exchanges, and Product Recommendations all at once. Capturing an upsell on one meant capturing it on all three.

That is no longer the case:

• Variant exchanges and Advanced Exchanges each have their own price difference setting, in two different places in the Loop admin. You can set them to different modes.

• Product Recommendations is no longer governed by these settings. It always charges or refunds the price difference.

• Pre-Discount Credit has not changed, and still applies to these exchanges.

Note: Your existing configuration carried over. Both settings were set to match whatever your shop had selected before this change, so nothing changed for your shoppers when it shipped.

A common setup: absorb the difference on variant exchanges so shoppers can swap size for size during a sale without being charged, while charging the difference on Advanced Exchanges when a shopper moves to a more expensive style.

Both settings offer the same four modes. They are independent — you can pick a different mode for each.

Shoppers can only exchange for items of equal value. Different-priced exchanges are blocked, and the shopper sees an "Item not eligible" message.

Tip: If you choose this mode but don't want shoppers to see the "Item not eligible" message, you can disable in-line exchanges in Returns management > Policy settings > Return policies, or split your different priced variants into separate products in Shopify. Disabling in-line exchanges still allows Shop Now to function, if enabled.

Shoppers can only exchange for items of equal value, but Loop recalculates tax on the exchange and charges or refunds the difference. This is useful when the tax owed changes even though the item price doesn't — for example, when the exchange ships to a different state or country than the original order.

Note: This mode requires a Loop + Stripe integration or Shopify invoicing, because a tax difference still has to be charged or refunded.

Shoppers can exchange for items at any price. They pay the difference if the new item costs more, and are refunded the difference if it costs less.

Note: This mode requires a Loop + Stripe integration or Shopify invoicing to collect upsells.

Note: Your workflows still apply. If a returned product is set to exchange or store credit only and the shopper exchanges for a lower priced item, Loop issues that difference as store credit rather than a refund.

Examples:

1. A tennis bracelet offered in both silver and gold.

   • Refund the difference if the shopper is exchanging gold for silver.

   • Capture the upsell if the shopper is exchanging silver for gold.

2. A maxi dress offered in cotton and silk.

   • Refund the difference if the shopper is exchanging silk for cotton.

   • Capture the upsell if the shopper is exchanging cotton for silk.

3. A water bottle in 24oz and 36oz.

   • Refund the difference if the shopper is exchanging 36oz for 24oz.

   • Capture the upsell if the shopper is exchanging 24oz for 36oz.

Important: With this mode selected, a shopper who bought an item on sale will be asked to pay the difference when exchanging for a full-price item, unless Pre-Discount Credit is enabled in Shop Now. With Pre-Discount Credit on, the shopper can complete the exchange without paying the difference. Visit the Pre-Discount Credit article to learn more.

Shopper experience

This walkthrough shows a shopper exchanging for a more expensive item and paying the difference.

Shoppers can exchange for items at any price and are never charged or refunded. You cover the gap.

Examples:

1. A shopper returns a queen sheet and selects a twin sheet.

   • The shopper does not receive a partial refund for the difference in cost.

2. A shopper returns a $65 wool pant for a $90 leather pant via Advanced Exchange.

   • The shopper is not charged an upsell for the leather pant.

Tip: This is the mode to use on variant exchanges if your discounting scheme regularly puts variants of the same product at different prices and you'd rather not ask shoppers to pay a difference.

Same price only and Absorb the difference are available on all plans.

Charge the difference and Same price only, recalculate tax require an Advanced plan or higher, including legacy Plus and Pro. To check if these are included in your plan, please review the Pricing page on Loop's website.

If you want to add them, please contact your Merchant Success Manager to amend your account.

Go to the Loop admin > Returns management > Policy settings > General and find the Variant exchange price differences section. Select the mode you want and save.

Note: The options displayed below may look different depending on your plan.

The price difference setting for Advanced Exchanges lives on the Advanced Exchanges page, not in General settings.

Go to the Loop admin > Returns management > Policy settings > Advanced Exchanges and find the Price differences section under Settings. Select the mode you want and save.

Note: You need at least one Advanced Exchange configured before this setting is visible. To set one up, see the Advanced Exchanges article.

Because these exchanges run through Shop Now on the back end, the exchange type you see in reporting depends on the mode each exchange type is set to:

Because the two settings are independent, you may see a mix of these types — for example exchange for variant swaps and advanced-storefront for cross-product exchanges. Shop Now (storefront) and Loop POS (pos-storefront) exchange types are unchanged.

Can I set variant exchanges and Advanced Exchanges to different modes? Yes — that's the point of this change. Each has its own setting and they operate independently. Changing one does not affect the other.

Do I have to change anything now that these settings are split? No. Both were set to match your previous configuration, so nothing changed for your shoppers until you decide to change it.

Where is the Advanced Exchanges setting? On the Advanced Exchanges page under Settings > Price differences, not in General settings.

Does this affect Product Recommendations? Not anymore. When Product Recommendations is enabled, recommended exchanges always charge or refund the price difference, with no separate setting to configure. See Product Recommendations in the Return Portal.

Has Pre-Discount Credit changed? No. It still applies to these exchanges, and it still lives under Shop Now.

What is the value of charging the difference on variant and Advanced Exchanges if I have Shop Now enabled? Variant and Advanced Exchanges let shoppers choose from a more focused product range. If they just want a slightly different product, these options make it quicker and easier to find it. Advanced Exchanges combined with upsells can surface relevant alternatives, which can lead to more upsell opportunities than Shop Now alone.

Can these settings be limited to specific products? No. Each setting applies to all products in that exchange flow.

Do these settings apply to Shop Now: In-App or On-Store? No. They apply only to variant exchanges and Advanced Exchanges.

Please contact support@loopreturns.com or the merchant's Onboarding Manager with any questions about these settings.