Manage Exchanges

In this document, you’ll learn how to manage order exchanges including how to find customers’ requested order exchanges, how to create them, and how to fulfill them.

Find Requested Order Exchanges

To find customers’ requested order exchanges:

1. Go to an order’s details page.
2. In the Timeline section, if there are any requested exchanges you’ll find them with the title “Exchange Requested”.

Create an Order Exchange

An exchange can only be created if the order’s payment is captured and the items have been fulfilled.

To create an order exchange:

1. Go to an order’s details page.
2. In the Timeline section, click on the icon.
3. Click on Register Exchange from the dropdown.
4. In the new window that opens:
   1. Choose the items you want the customer to return. For each item you select:
      1. Click on the Select Reason button.
      2. Choose a reason from available Reasons. If you can’t find any Reasons, make sure to add Return Reasons in Settings first.
      3. You can optionally add a Note.
      4. Once you’re done, click on the Add button.
   2. Choose a Shipping Method to return the customer’s items.
      1. You can optionally specify a custom price for shipping by clicking the “Add custom price” button.
      2. You can remove the custom price by clicking the icon.
   3. In the “Items to send” section, click on the Add Product button. Then:
      1. Check the products you want to send to the customer in exchange.
      2. When you’re done, click the Add button.
      3. You can remove products you’ve added by clicking the icon.
      4. You can change the quantity of the product to send using the and icons.
   4. If you don’t want the customer to receive an email that an exchange has been registered, uncheck the “Send notifications” checkbox.
5. Once you’re done, click the Complete button.

Mark an Exchange’s Return as Received

To mark a return that is part of an exchange as received:

1. Go to an order’s details page.
2. In the Timeline section, find the order exchange.
3. Click on the Receive Return button.
4. Check the items you want to mark as received.
5. Click the Complete button.

Cancel an Exchange

Canceling an exchange can’t be undone.

The return of an exchange must be canceled first before the exchange itself can be canceled. If the return has been marked as received, the exchange can’t be canceled after that.

To cancel an exchange:

1. Go to an order’s details page.
2. In the Timeline section, find the order exchange.
3. Click on the icon next to it.
4. Click on “Cancel return” from the dropdown.
5. Confirm canceling the return by clicking the “Yes, cancel” button in the pop-up.
6. Click on the icon again next to the order exchange.
7. Click on “Cancel exchange” from the dropdown.
8. Confirm canceling the exchange by clicking the “Yes, cancel” button in the pop-up.