Returns and exchanges

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

1. Open the delivered or completed order and choose Request exchange.
2. Select the products being returned and the replacements being sent.
3. Review the settlement: old value, new value, exchange charge and difference.
4. 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.