In addition to returns, Oracle ATG Web Commerce provides support for exchanges, where replacement items (rather than refunds) are sent in exchange for returned items. Commerce Reference Store does not provide any mechanism for a customer to initiate an exchange, but the Returns pages can display information about exchanges initiated for the customer by Commerce Service Center agents.

An exchange is actually processed internally as a return (with the refund given as store credit) plus a new order for the replacement items (with the store credit applied to the cost of the replacement items). For example, the following entry on the Returns History page shows an exchange:

Clicking the return number (xc400009) or the View Details link displays the return portion of the exchange, while clicking the link for the exchange (xco370004) displays the new order for the replacement items.

The order page for the original order also includes links to the return and the exchange:

The order page for the replacement items includes a link to the original order: