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.
Required Editions
- From the Navigation bar, open the Order Summaries list view page.
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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.
- From the Actions & Recommendations list, select the uneven exchange flow. If your admin retained the name of the flow when cloning it, then the name is Exchanges with RMA Returns.
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Select the products that the customer wants to exchange, and click
Next.
Selecting a bundle item will select all child products. You can manually select or deselect child products, however a refund is processed only if the bundle item is selected. We recommend reviewing your store's bundle policy.
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For each item selected, select the quantity to exchange and the reason for the
exchange.
If you're processing a bundle, you can modify the quantity of child products, however the refund isn't prorated even if some child products aren't returned.
- Select the store with the item that your user wants to exchange their item for, and click Next.
- Click Add a Product and select the item that your customer wants.
- Select a quantity and click Add.
- Click Next.
- Enter your customer’s shipping address, and click Next.
- Select a delivery option, and click Next.
- Review the order details on the order preview page. If everything looks good, click Next.
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Preview and submit the order.
- If the exchange is even or if a refund is needed, click Next. The amount is automatically returned to the method of payment the customer used for the initial purchase.
- If additional funds are needed, you’ll be prompted to enter the customer's payment information.
To complete the exchange, close the return order.