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Overview
From a delivered or completed order you can request an exchange: choose returned items and replacement items, and the settlement difference is collected or refunded.
Purpose
Process customer returns and swaps while keeping stock and money correct.
Step-by-step guide
- Open the delivered or completed order and choose Request exchange.
- Select the products being returned and the replacements being sent.
- Review the settlement: old value, new value, exchange charge and difference.
- Approve, then confirm the old item received and dispatch the new item.
Common mistakes
- Confirming receipt before the old item physically arrives, which restocks it early.
- Forgetting that dispatching the new item deducts its stock.
Best practices
- Record the reason for every exchange for later analysis.
- Check the difference (collect or refund) before approving.
FAQ
Does a return restock the item?
Yes, confirming the old item received restocks it.
Can I exchange from any order?
Exchanges start from delivered or completed orders.