Process an Exchange (Simple)

Run an even exchange whenever a customer needs to exchange their product for a variant of the same product. For example, if a shopper orders a size large blue sweater and then decides that they prefer the same sweater in red, size medium, you can process an exchange.

Required Editions

View supported editions.

Note Even exchanges only allow for same value, pre-fulfillment exchanges. For any other exchange, Place an Exchange with an RMA Return.

1. From the Navigation bar, open the Order Summaries list view page.
2. Select the order summary number that contains the items to exchange, and open the corresponding order summary record.
   You can also open the order summary directly from the customer’s account in the Service Console.
3. From the Actions & Recommendations list, select Even Exchange.
4. On the Exchange Items page, complete these steps, if applicable.
   1. If there’s more than one web store or more than one location group configured, select a store and a location group, and then click Next. The B2C web store used to create the order is selected by default.
   2. If the original order has more than one shipping delivery group, select a shipping address, and then click Next.
5. On the Exchange Items page, select the items to exchange, and then click Next.
   Only five items can be exchanged at one time.
6. For each item selected, complete these steps.
   1. Select the quantity to exchange.
   2. Select the reason for the exchange.
   3. Click Select a Product, and then select a replacement product from the available options.
   4. Click Exchange.
7. Click Submit.
8. Click Finish.

The original order items are canceled and the new items are added. There’s no financial change to the original order.

See Also

• Order Servicing
• Place an Exchange with an RMA Return
• Exchanges with RMA Returns Overview