tacey.
Install on Shopify

PRODUCTS & QUANTITIES

Replace product. A different product, from the collections you choose.

Sometimes a size is not the problem. The customer wanted something else. This tool lets them replace an item with another product you have chosen to allow, while the order is still open.

Install on ShopifyAll features
14-day free trial on every plan.
WHERE YOUR CUSTOMER SEES ITOn the Thank you page and the Order status page, in the Tacey editing tools block.
MONEYMoney can go either way, and nothing moves without the customer confirming. A pricier replacement is paid through Shopify's own payment link and the order is held until it is paid. A cheaper one is owed back to the customer; the refund waits for your approval on the order page, or goes out automatically if you turned on Refund customers automatically in Global settings.
PLANSOn every plan. Plans differ by order volume only.

What your customer does. Step by step.

  1. Your customer opens "Make changes to your order" and chooses Replace product, then the item they want to replace.
  2. They pick a replacement from the collections you allow. Nothing is offered from outside them.
  3. They see the consequence before confirming: an amount to pay, an amount coming back, or no change.
  4. They confirm, and the new product replaces the old one on the order.

What you control. Set in Tacey, per store.

These are the settings on this tool's page in Tacey, in the words the app uses. Where a setting has a default, it is stated.

Collections a customer may choose fromLeave it empty and nothing can be replaced. That is the safe default.
Only if it is in stockRefuse the replacement when the product they want is not available.
Most a replacement's price can differ, per item0 means no limit. Any other number is the most a replacement may differ, in either direction.
Locations a replacement may ship fromOnly offer replacements stocked at the locations you pick. Leave it empty to let Shopify choose.

What it refuses. And says so.

A tool that fails quietly is worse than one that says no. When an order does not qualify, your customer sees the real reason instead of a dead button.

  • Orders whose edit window has closed. You choose how long customers can edit their own order after checkout.
  • Items that have already shipped. Only what is still unfulfilled can change.
  • Orders paid with Shop Pay Installments, orders from before 2019, local delivery orders, orders created by another app, and orders still waiting for payment. Tacey never edits the items on those.
  • Cancelled orders, and orders that were merged into another order.
  • A product outside the collections you allowed. With no collection chosen, nothing can be replaced.
  • A replacement whose price differs by more than your limit, when you set one.

Questions about replace product

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How is this different from changing a size?
Changing a size or colour keeps the same product. Replace product swaps to a different product, and only from collections you allow.
What happens if the replacement costs more?
The customer sees the difference before they confirm and pays it through Shopify's own payment link. The order is held until it is paid.
What happens if it costs less?
The difference is owed back to the customer. The refund waits for your approval unless you turned on Refund customers automatically in Global settings.
Does my customer see this automatically?
Not until you add Tacey's block to the two pages. In Shopify's checkout and customer accounts editor, choose Add block, then Tacey editing tools, and save, on both the Thank you page and the Order status page. Turning a tool on in Tacey does not place the block for you.
Is this tool on every plan?
Yes. Plans differ by how many orders you send through Tacey each month, never by which tools you get.

Works alongside. Each tool has its own page.

PRODUCTS & QUANTITIESChange quantity or remove itemsWrong size, one too many, an item they no longer want. Lowering a quantity and removing an item are on first; raising a quantity and swapping a size or colour are yours to switch on.
PRODUCTS & QUANTITIESAdd a product to your orderSomething they forgot, added to the order they already placed, so it ships together. They see the exact price first.
MONEYCancel orderThe whole order, cancelled by your customer, who sees the exact refund before they confirm. An alternative can be offered first.

See every tool. Combining two paid orders into one shipment is a separate action you take in your Shopify admin, covered on the order merge page.

Install it. Switch on the tools you want.

Install on ShopifyAll features
14-day trial, every plan. No setup call required.