---
schema_version: "1"
id: e622c641cb9c7181a0d97ab8b9ad446a1179f0c00acb5177a915181399e14ac9
title: Process an Exchange (Simple)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_exchange_order_items.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_exchange_order_items.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 537ad06f66539c0118beb1e89c05e9ab341ededec49cf02c808b3fa5eacaf3c5
description: 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.
products:
  - Commerce
  - Salesforce Order Management
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=commerce.om_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-om_order_management-264-0-0-production-enus/4c4844e3-a194-4a65-95b7-17291a6dbefa/images/icon_note.png)

Note Even exchanges only allow for same value, pre-fulfillment exchanges. For any other exchange, [Place an Exchange with an RMA Return](https://help.salesforce.com/s/articleView?id=commerce.om_uneven_exchanges.htm&release=264.0.0&type=5 "Place a post-fulfillment exchange when a shopper or buyer needs to substitute a product after it has already been fulfilled. These exchanges can be uneven, so the new product doesn’t always have the same value as the original product. In this case, the exchange results in a refund or additional funds owed.").

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](https://help.salesforce.com/s/articleView?id=commerce.om_service.htm&release=264.0.0&type=5 "Order servicing lets your customer service representatives (CSR) provide shoppers with order-related services, such as returns, exchanges, and cancellations. Order Management uses flow templates to help automate the these tasks. A Salesforce Admin can copy and customize these templates and then make the process flows available in the Actions & Recommendations section on the Order Summary page. Service agents can then quickly respond to requests for cancellations, reshipments, discounts, exchanges, and returns.")
- [Place an Exchange with an RMA Return](https://help.salesforce.com/s/articleView?id=commerce.om_uneven_exchanges.htm&release=264.0.0&type=5 "Place a post-fulfillment exchange when a shopper or buyer needs to substitute a product after it has already been fulfilled. These exchanges can be uneven, so the new product doesn’t always have the same value as the original product. In this case, the exchange results in a refund or additional funds owed.")
- [Exchanges with RMA Returns Overview](https://help.salesforce.com/s/articleView?id=commerce.om_exchanges_rma_overview.htm&release=264.0.0&type=5 "An exchange with an RMA return provides a more robust exchange experience for customers. Unlike a simple exchange, which only allows for same-cost variant exchanges, an exchange with RMA processes the return of the previous product before letting a customer service representative (CSR) order a new item, enter a new delivery address, and select a shipping method, all on behalf of the user. Finally, the CSR can process any refund or additional funds needed from the customer.")