Ever come across this message when trying to create an exchange order from your dashboard for a specific return? Yes, this is a message that will be displayed in specific circumstances:

Namely, if a customer has gone through the return process without explicitly selecting a different size or product, simply just leaving a note, then this message will be displayed and an exchange order will not be able to be created.

A different size/product must be selected in the return process so that an exchange order can be created in Shopify for this product.