Handle Customer's Exchange Request

TABLE OF CONTENTS

• Before shipping the order (Status unfulfilled)
• After Shipping and Before Delivery
• After Delivery

The first and most vital aspect to understand is that your order cannot be edited when:

• The order is fulfilled
• When the payment is posted
  
  

You can handle your customer’s exchange request based on three different scenarios.

Before shipping the order (Status unfulfilled)

There are two sub-scenarios here:

If the payment has been posted

Turn your sales order’s delivery status to void (Fulfillment status Canceled) and generate new sales order with modification. 

If the payment for the canceled order has been paid and posted:

For instance:

• Paid amount of the canceled order is 1000 PKR
• The amount of new order is 1200 PKR
• Make a partial payment of the new order as 1200 - 1000 = 200 PKR.

If the payment has not been posted

You can simply edit the order and save it.

Learn how to cancel the sales order.

After Shipping and Before Delivery

Mark your sales order delivery status as Delivery Failed > Restocked (Fulfillment status Fulfilled). Then, refund partial payments or full payments. A new order can be generated then with new contents.

Note: In the above case the entire order will be marked Delivery Failed. Items can be restocked then after being received from the courier company.

Learn how to create, restock, and refund the sales order.

After Delivery

At this stage, you’ll not be able to edit your order because the order is fulfilled. Therefore, you need to manually initiate a return for the selected item(s) and create a new order to dispatch additional/requested items (a new consignment with the courier will be booked in this case if applicable).