Pietra's automated returns feature currently directly supports item returns only. Not to worry, though. We are able to support item exchanges as well with just one additional step:
For any exchanges, you or your customer must create a new order for the replacement item(s). The order may be submitted via Shopify or directly via your Pietra Creator Hub. If you submit the order via Pietra, your customer will not be charged for the new order or shipping.
You may then process the original order as a return using Pietra's returns feature, provided you have the returns feature enabled.
Pietra will generate a pre-paid return label for the item(s) to be returned, which you may share with your customer.
Note: Creators will sometimes wait until the original items are received back before submitting the second order. However, this is completely optional and it could add create a longer wait time for your customer due while the return is processing.
For additional information on setting up item returns via your Creator Hub, see this Help Center Article.