Preventing Duplicate Exchange Orders When Using ReturnZap
Why duplicate exchange orders can appear
If you use ReturnZap with Shopify, you may see two new orders appear in Pimento after creating an exchange.
For example, an original Shopify order such as #1001 may be split into separate fulfillment orders when items are held in different locations. An exchange fulfillment may appear as #1001/XXXXX, alongside an additional exchange order such as #1001-EXC1. Both additional orders can contain the exchanged item.
If both are fulfilled, the customer could receive the replacement item twice. This happens because of how ReturnZap is configured to handle Shopify Fulfillment Orders.
How ReturnZap creates exchange orders
Shopify starts with an original order, such as #1001. If products are physically held in different locations, Shopify can split that base order into separate fulfillment orders — effectively smaller orders sent to the relevant warehouses. When an exchange is created, ReturnZap controls how the exchanged item is handled through its Fulfillment order setting.
Original order — ReturnZap keeps the exchanged item on the original Shopify order and creates a new fulfillment for it. Pimento imports this fulfillment using the /XXXXX reference.
Shipment order — ReturnZap creates the fulfillment and also creates an additional -EXC1 order. Pimento can then receive both versions of the exchange, resulting in duplicate orders.
Which Fulfillment order setting to use
In ReturnZap, set Fulfillment order to Original order. Do not use Shipment order when exchanges are fulfilled through Pimento.
With Original order selected, ReturnZap will no longer create the additional -EXC1 shipment order. Pimento will still receive the exchange fulfillment associated with the original Shopify order, using a reference such as #1001/XXXXX. This is the order that should be fulfilled for the exchange.
What changes after updating the setting
Open the ReturnZap settings within Shopify and locate the Fulfillment order option.
Select Original order.
Save the change in ReturnZap.
Future exchanges should now create the expected fulfillment without also generating the additional -EXC1 order. This setting is controlled by ReturnZap rather than Pimento.
FAQs
Why do I have both a /XXXXX and -EXC1 order?
ReturnZap is most likely configured to use Shipment order. This can result in both the Shopify fulfillment and a separate exchange order being imported into Pimento.
Which exchange order should Pimento receive?
With ReturnZap configured to Original order, Pimento will receive the exchange fulfillment using the /XXXXX reference.
Will changing this setting stop exchanges coming into Pimento?
No. Exchanges will still come through. The change prevents ReturnZap from additionally creating the -EXC1 shipment order.
What happens if I leave it set to Shipment order?
Both exchange records may appear in Pimento. If both are processed and shipped, the customer could receive the exchanged item twice.
Does this affect previous exchanges?
No. Changing the setting prevents the additional order from being created for future exchanges; it does not remove orders that have already been created.
