When do I need to exchange orders?

When you process an exchange, the original order is either canceled or returned and new products are added to the original order.
You will need to exchange orders in the following situations:

• Customers change their mind before their order is delivered and wish to exchange products.
  (e.g., They had ordered a grey t-shirt, but they want to exchange it for a pair of sneakers or a white t-shirt.)
• Customers change their mind after their order is delivered and wish to exchange products.
  (e.g., The grey is darker than expected so they want to exchange the t-shirt for a white one.)
• You have to send out new products because the ones you had previously shipped are defective.

Requesting exchanges

Customers can request to exchange their orders before or after delivery using the following options:

1) Contacting you via the contact information on your website

• Customers will contact you via the contact information you entered for Customer Support in My Store > General > Store profile.
• Follow the steps in Accepting exchanges below to proceed with requests.

2) Submitting exchange requests from the My Account menu on your store

• You can configure your settings to allow customers to directly place exchange requests.
• For more details, please refer to our guide on Cancellations/Exchanges/Returns.

Accepting exchanges

Follow the steps below to process exchange requests placed by customers from the My Account menu on your store.

• Search the relevant order in Orders > Fulfillment > Cancellations/Exchanges/Returns/Refunds > Exchanges.
• Orders for which a customer has placed an exchange request are marked as Exchange requested [Customer]. Click the Proceed button for the order of your choice to move forward with the exchange process.
• Click Accept exchange request button and enter the reason and refund method.

Follow the steps below to process exchanges that were requested by customers via your contact information or orders that need to be exchanged due to business-related issues.

• Search the order you wish to exchange in Orders > Fulfillment > All orders and click its order number to open the Order details pop-up window. 
• Click Exchange to proceed with the exchange.
• In the new window, select the products you want to exchange, add replacement products, and click Accept exchange request.
• Enter the reason and payment/refund method and click OK.

Completing exchanges before delivery

You must complete the refund or confirm the reception of the additional payment to allow the order status to change from Exchange in progress to Exchanged.
Refunds or additional payments are not required when exchanging orders for items with the same price.

When the order total remains the same

• The exchange request is automatically completed once accepted, and you can proceed to shipping the replacement products.

When an additional payment is required

• If the replacement products are more expensive, inform the customer of your bank account details so they can settle the additional payment by bank deposit.
• Once the payment is received, search the relevant order in Orders > Fulfillment > Awaiting payment and click Confirm payment.
• Continue the shipping process as you would with regular orders.

When a refund is required

• If the replacement products are cheaper, you have to refund the difference to the customer.
• For more details, please refer to our guide on Refunds.
• Continue the shipping process as you would with regular orders.

Completing exchanges after delivery

When the order total remains the same

• Ask the customer to return the delivered products.
• When the products are returned, search the relevant order in Orders > Fulfillment > Cancellations/Exchanges/Returns/Refunds > Exchanges and click Picked up.
• Ship the replacement products.

When an additional payment is required

• If the replacement products are more expensive or you require an additional payment for the shipping fee, inform the customer of your bank account details so they can settle the additional payment by bank deposit and ask that they return the delivered products.
• Once the payment is received, search the relevant order in Orders > Fulfillment > Awaiting payment and click Confirm payment.
• When the products are returned, search the relevant order in Orders > Fulfillment > Cancellations/Exchanges/Returns/Refunds > Exchanges and click Picked up.
• Ship the replacement products.

When a refund is required

• If the replacement products are cheaper, you have to refund the difference to the customer and ask that they return the delivered products.
• When the products are returned, search the relevant order in Orders > Fulfillment > Cancellations/Exchanges/Returns/Refunds > Exchanges and click Picked up.
• For more details, please refer to our guide on Refunds.
• Ship the replacement products.

Undoing exchanges

Sometimes, customers change their mind and want to undo their exchange request once it is already in progress or exchanged. (e. g. When they simply want to return their order instead of exchanging products)

In this case, you can easily undo the exchange from your admin page.

• Search the order in Orders > Fulfillment > Cancellations/Exchanges/Returns/Refunds > Exchanges and click Details to open the Details on exchange pop-up window.
• In the pop-up window, click Undo exchange and enter the reason and other details.