To process an exchange, you perform the following steps:
Indicate the item(s) to be returned from the customer’s order.
Select new items for the exchange from the Product Catalog.
Note: If you are using multiple sites, ensure that you are using the Product Catalog that is associated with correct site. If you change the associated site or shopping cart sharing group, you will lose the exchange order.
Review the Shopping Cart to verify the information is correct.
Indicate new or verify existing shipping information.
Select refund or payment type(s).
Complete the return and provide the customer with the return IDs.
When you issue an exchange, Commerce Service Center creates a refund for the returned items and a new order for the replacement items, and applies the refund to the replacement order. You cannot add new promotions or make adjustments (such as changing the type of currency) to the order when issuing an exchange.
You can issue an exchange for items only if all shipping group items have been marked as fulfilled. For example, if there is one item in a shipping group of ten items that has not been marked fulfilled, an exchange can not be performed against any of the nine fulfilled items. (See Shipping Group Statuses for a list of the shipping group statuses used by Commerce Service Center.)
Note: When issuing an exchange, if you select a replacement item that is not available, Commerce Service Center will begin to issue a refund for the item instead. You are warned of this situation so you can select an alternate replacement item, if desired.
To issue an exchange:
Display the order.
Select Process Returns and Exchanges.
The system displays the Create Exchanges and Returns page, which lists by shipping group all of the items the customer can return for a refund.
Locate the item that the customer wants to exchange.
In the corresponding Quantity to Return text box, type the quantity of the item the customer is exchanging.
From the Reason for Returning Item drop-down list, select the reason the customer is exchanging the item. Click Return & Exchange to make to start the exchange.
The system displays the Exchange Items page, which lists the items the customer wishes to exchange and access to the Product Catalog.
Locate a replacement item for the customer by using the Product Catalog.
If the customer wants an identical replacement item, enter the SKU information in the Search by Product ID panel. Add the item to the shopping cart and click Update to enter the item information
If the customer wants a different replacement item, search for a product based on the exchanged item, such as item price or description. Add the item to the shopping cart and click Add to Cart
In the Shopping Cart, enter any additional refund amounts that should be applied to the exchange.
Click Check Out to continue the exchange.
The system continues through the usual order creation process and displays the Shipping Information page for the replacement order. Verify or modify the shipping information for the replacement order and then click the Next button.
On the Shipping Method page, enter the shipping method the customer wishes to use, and click the Next button.
On the Billing Information page, enter the payment information for the replacement order and then click the Next button.
The Payment Method section indicates that the store credit will be applied to the replacement order. However, if a refund is due, that amount must be allocated back to a credit card or as a store credit appropriately. For example, if an order originally cost $100 and the shopper used a $20 store credit plus charged $60 to a credit card, $100 should not be credited to their credit card. Instead, $20 or more should be given as a store credit, and the remaining refunded to one or more credit cards.
Verify the exchange information.
Add any comments in the text box in the Add Comments section.
Click the Submit Exchange button to submit the replacement order.
The system submits the exchange request and displays the Replacement Order Number for the new order and the Return Authorization Number for the return on the Exchanges Submitted page. You can provide both of these numbers to the customer by entering the customer’s e-mail address and clicking Send.
Note: If the customer is returning an item, they should mark the returned items with the Return Authorization Number; this ensures they are associated with the correct customer and order upon receipt by your company.
Whenever you create an exchange, items within the exchange will be priced at the current price of the object. This may not match the original price of the exchange. Additionally, items within the exchange order can be applied towards promotions.
However, returns on an exchange order will use the original pricing of the return item from the order they were purchased in. The return item will also use only the currently qualified promotions from the original order.
