Help CenterHelp Center / Returns and exchanges · How-to
How an exchange creates a replacement order, how a price difference is settled, and how to complete or undo it.
An exchange swaps a delivered item for another variant of the same product, such as another size or colour. The customer sends the old item back, and a new order delivers the replacement.
| Step | What happens |
|---|---|
| Request | The customer, or you, choose the item and what to exchange it for. The Items table shows "Exchange for:", the replacement and its price |
| Approve | Approve (creates the replacement order) creates and places a new order for the replacement and takes its stock |
| Replacement order | It arrives in Orders as a normal order. The panel does not hold it until the old item is back |
| Old item comes back | Pickup, drop-off, receive and inspect, as for any return. Accepted items are restocked by the usual rules |
| Complete | You complete the exchange and settle any difference |
The returned item's refund value is credit towards the replacement. Details › Replacement order shows the order number and one of three results:
| Shown | Meaning | How it is settled |
|---|---|---|
| same price | The replacement costs the same | Nothing to settle |
| "customer pays" and an amount | The replacement costs more | The difference is the total of the replacement order, a cash on delivery order. You collect it on delivery |
| "refund due" and an amount | The replacement costs less | The replacement order's total is 0. You refund the difference when you complete the exchange |
The replacement order has no delivery charge.
Do this after the old item is inspected and accepted in full. The exchange's status is Inspected.
The status becomes Exchanged. The customer gets Message: Exchanged, unless customer messages are off. A refunded difference moves money as in Refund a return and gets a credit note. At the same price, or when the customer pays, completing moves no money.
If you did not accept the old item in full, or the customer changes their mind, use the form "Refund ... instead (cancels the replacement order)". It cancels the replacement order, which puts its stock back, and then refunds the accepted items like a return.
Close without refund on an inspected exchange also cancels the replacement order, and refunds nothing.
Cancelling the exchange before the old item is collected cancels the replacement order too.