Swapping an item allows you to replace the product on an upcoming shipment with a different variant (e.g., a different color or size) or a pre-configured swap item. This is commonly used when a customer wants to change their selection before the next shipment processes.

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Key Takeaways

• Swap is only available on single-item shipments
• Must be the next upcoming shipment for the subscription
• The item must have variants (item options) or swap items configured
• Swap must be enabled on the offer (swap permission level)
• This action does not trigger any customer notifications or webhook events

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Prerequisites

The Swap Item action is available when all of the following conditions are met:

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How to Swap an Item

Step 1: Navigate to the Shipment

Find the shipment you want to swap an item on. The most common methods are:

From the Customer Page:

1. Navigate to Search → Customers tab and find the customer record
2. On the customer detail page, scroll to the Sales section
3. Hover over the Shipment Status to expand and show shipment details
4. Click on the Shipment ID

From the Shipments List:

1. Navigate to Search → Shipments tab
2. Use filters or browse to find the shipment
3. Click on the Shipment to open the shipment detail page

Step 2: Open the Swap Form

On the shipment detail page, click Swap Item from the Shipment Actions.

Step 3: Complete the Swap Form

1. Item (required) — Select the new item from the available swap items or variants
2. Variant (if applicable) — If the item has option variations, select the specific variant
3. Click Submit

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What Happens After Submitting

When an item is swapped:

1. Shipment item replaced — The existing item on the shipment is replaced with the new item or variant
2. Swap logged — The swap is recorded in the shipment notes for audit purposes

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Other Ways to Swap

• API — POST /shipments/{id}/swap to swap a shipment item programmatically

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FAQ

Q: Can I swap items on a multi-item shipment?

A: No. Swap is only available on shipments with exactly one item.

Q: Why don't I see the Swap Item option?

A: Check that the shipment is the next upcoming one, has only one item, the item has variants or swap items configured, and swap is enabled on the offer.

Q: Does swapping change the price?

A: No. Swapping only changes the item on the shipment — it does not affect the subscription or any billing.

Q: Will the customer be notified when an item is swapped?

A: No. Swapping does not trigger any responders or webhook events.