Returns and exchanges

  • Updated

This topic describes how to view, process and cancel order returns on the Order Management screen, and how to process exchange orders.

View order returns

On the Order Management screen, you can view returns by clicking Orders > choosing a Completed purchase order > Return & Exchange. Any returns that have been made against the order appear. Click any return then View on the context menu to see its details.

Image: Viewing order returns

Process an order return and refund

Prerequisite: The item's shipment status is shipped.

Follow these steps to return one or more order items.

  1. From the Order Management screen, select Orders.
  2. Select the order whose items you want to return.
  3. Click the Form Details tab.
  4. Click in the box to the left of the items you want to return. To return all items, click the box in the column header row.

    Image: Create Return

    You can also click the item's context menu then Create Return.

  5. Click Create Return. A window appears, prompting you to choose a Return Quantity, Return Reason, and optional text comment for each item.

    Image: Return details

  6. Click Create.
  7. A new screen appears with the return information. If everything is correct, click Acknowledge Receipt Items.

    Image: Acknowledge Receipt Items

  8. Click Complete Return. The Create Refund screen appears.
  9. Verify that the refund amount is correct, select a payment method and click OK. If necessary, you can adjust the refund amount but it cannot exceed the original charge.

    Image: Create Refund

Cancel an order return

  1. From the Order Management screen, select Orders.
  2. Select the order whose returned items you want to cancel.
  3. Click the Return & Exchange tab.
  4. Select the order whose return you want to cancel. To view the items being returned, open the context menu and choose View.
  5. Click Cancel Return.

Process an exchange order

You can create an exchange order if a customer wants to receive the same item or a different item as full or partial compensation for a return. For example, a customer returns a jacket worth $50 because it has a broken zipper. He wants to exchange it for another version of the same jacket.

As another example, a customer returns a jacket worth $50. He wants to exchange it for a shirt worth $25 and a refund of $25.

  • If the amount of the exchanged items is less than the original order, the customer receives a refund using the original order's payment method.
  • If the amount of the exchanged items is greater than the original order, the customer is charged the additional amount using the original order's payment method.

The Order Management screen calculates the refund amount (if any). If the CSR changes the refund amount, a warning appears but the CSR is allowed to complete the transaction.

Create an exchange order

You can create an exchange order at any time. Initially, its status is Awaiting Exchange. When you complete the return, the order's status changes to In Progress.

There are two procedures for creating an exchange order. Use Scenario 1 if you have already received the returned items. Use the Scenario 2 if you have not yet received the returns.

Creating an exchange order if you received the returned items

Exchange Scenario 1

  1. Select a Completed order and click the Form Details tab.
  2. Under Line Items, select items that you want to exchange.
  3. Click Create Return.

    Image: Create Return

  4. Select the Return Quantity if necessary.
  5. Submit a Return Reason and an optional comment.
  6. Click Create.
  7. Click Acknowledge Receipt Items.

    Image: Acknowledge Receipt Items

  8. Click Create Exchange. The Prepare Order screen appears.

    Image: Create Exchange

  9. Under Shipments, select the shipment and choose Edit from the context menu.
  10. Enter the customer's shipping address and shipping method then click Save.
  11. Click Add Line Items.
  12. Add the items, quantity, and price that the customer will receive as an exchange for the returned items.
  13. Click Add Line Item.
  14. Click Create Order. An exchange order is created. Its number begins with an EO.
  15. Click Go to original order.

    Image: Go to original order

  16. Click the Return & Exchange tab.
  17. Select the return order and click View on the context menu.
  18. Click Complete Return.

    Image: Complete Return

  19. If necessary, modify the refund amount.

    Image: Create Refund

  20. Click OK.

Creating an exchange order if you have not yet received the returned items

Exchange Scenario 2

  1. Select a Completed order and click the Form Details tab.
  2. Under Line Items, select items that you want to exchange.
  3. Click Create Return.

    Image: Create Return

  4. Select the Return Quantity if necessary.
  5. Submit a Return Reason and an optional comment.
  6. Click Create. The Return Details screen appears.
  7. Click Create Exchange.

    Image: Create Exchange

  8. On the Prepare Order screen, under Shipments, select the shipment and choose Edit from the context menu.
  9. Enter the customer's shipping address and shipping method then click Save.
  10. Click Add Line Items.
  11. Add the items, quantity, and price that the customer will receive as an exchange for the returned items.
  12. Click Add Line Item.
  13. Click Create Order. An exchange order is created. Its number begins with an EO.
  14. When you receive the returned items, open the original order.
  15. Click the Return & Exchange tab.
  16. Select the return order.
  17. Click Acknowledge Receipt Items.

    Image: Ackowledge Recipt Items

  18. On the Order Details screen, select the return order and click View from the context menu.
  19. Click Complete Return.

    Image: Complete Return

  20. If necessary, modify the refund amount.

    Image: Create Refund

  21. Click OK.

Viewing an exchange order

  1. From the Order management screen, click Orders and select the original order.
  2. Click the Return & Exchange tab.
  3. Select the returned item.
  4. From the context menu, click View.

    Image: View exchange order

  5. Click View Exchange.

    Image: View Exchange

    On the Summary tab, in the top left, the exchange order number appears in the Order Number field.

View an exchange order's parent order

  1. From the Order Management screen, click Orders and select the exchange order. The Order Details screen appears.
  2. From the top right, click Go to original order.

    Image: Go to original order