--- schema_version: "1" id: 5a2065d0304a32656aba94499589a1f0103de21a25827f04e23e38c082213cf1 title: Place an Exchange with an RMA Return collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/om_uneven_exchanges.md canonical_url: https://help.salesforce.com/s/articleView?id=commerce.om_uneven_exchanges.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: fe67e85f273cffd4a982541fe73e71e0850b8e7d95976dd398481ede054993b8 description: 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. products: - Commerce - Salesforce Order Management release: "264" --- # Place an Exchange with an RMA Return 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
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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 the uneven exchange flow. If your admin retained the name of the flow when cloning it, then the name is **Exchanges with RMA Returns**. 4. 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. 5. 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. 6. Select the store with the item that your user wants to exchange their item for, and click **Next**. 7. Click **Add a Product** and select the item that your customer wants. 8. Select a quantity and click **Add**. 9. Click **Next**. 10. Enter your customer’s shipping address, and click **Next**. 11. Select a delivery option, and click **Next**. 12. Review the order details on the order preview page. If everything looks good, click **Next**. 13. 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](https://help.salesforce.com/s/articleView?id=commerce.om_close_exchange_rma.htm&release=264.0.0&type=5 "After you've received the returned order items from your exchange, you can close the return order. Closing the return order completes the return portion of the exchange. The funds necessary to fund the new products only become available after the return order is closed."). #### See Also - [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.") - [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.") - [Process an Exchange (Simple)](https://help.salesforce.com/s/articleView?id=commerce.om_exchange_order_items.htm&release=264.0.0&type=5 "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.") - [Uneven Exchanges API Flow Implementation](https://developer.salesforce.com/docs/atlas.en-us.248.0.order_management_developer_guide_html.meta/order_management_developer_guide_html/order_management_exchanges_playbook.htm)