You can exchange an entire order or the individual products in an order. The system automatically calculates any price differences for the exchanged products. The exchange option for an order is enabled only after the payment process is initiated for the order. Orders with the Fraud status cannot be exchanged.

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Prerequisites

  • Ensure that you have the Orders & Inventory Editor or Administrator privileges to fabric Orders. For more information, see the Role-Based Access Control section.

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Procedure

To exchange an item, the return process is initially followed.

  1. In the left menu, click Orders.

    The Orders tab is displayed on the Manage Orders page.

  2. To find the order, use the search or filter options on the Manage Orders page.

  3. In the orders table, click the Order Number.

    The order details are displayed on the Basic details tab.

  4. In the top-right of the page, click Return Order.

    The Return order page is displayed.

  5. In the Select SKUs to return section, do one of the following:

    • To exchange an entire order, select the Refund entire order checkbox. This automatically checks all items in the order and sets the maximum exchange quantity for each SKU.

    • To exchange specific items, click the checkbox next to the SKU you want to exchange and use the + or - buttons to set the quantity.

    The Refund summary is updated.

  6. Click Next.

  7. If multiple exchange reasons exist for each SKU, clear the Same reason code for all SKUs field.

  8. In the Action field, select Exchange.

  9. In the Reason code field, select a reason code.

    You can add additional information for the exchange by selecting Add sub-reason code and by providing the information in the Sub-reason code field.

  10. Click Next.

    The Items to send customer in exchange section is displayed.

  11. In the Your network field, select a network.

    Upon selecting a network (a group of locations sharing inventory), the available products for browsing are filtered accordingly.

  12. In the Your channel field, select a channel.

  13. Click Browse SKUs.

    The Browse SKUs window is displayed with a product table.

  14. To find the product in the Browse SKUs window, do one of the following:

    • In the search bar, enter the search keywords and press Enter.
    • Use filters to refine the search results.

    The Stock status for a product must be Available and Availability must be greater than or equal to one. If you add an unavailable product, an error message is displayed.

  15. Select products using the Product title checkbox.

  16. Click Add SKUs.

    You can remove SKUs by clicking Remove SKUs. This option is only displayed if a SKU is added to the exchange.

  17. In the When should exchange items ship field, select one of the following:

    • Ship upon receiving return: This option prevents the new exchanged items from shipping until the previous items are received and processed.

    • Ship exchange items immediately: This option immediately sends the exchange request to the nearest fulfillment location to ship. fabric suggests that you only use this option for specific loyalty tiers.

  18. Click Next.

    The Confirm section is displayed with an overview of the exchange.

  19. Click Confirm.

The order status is updated to Exchanged.

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Refund Summary

The Refund summary section displays a breakdown of the total amount being refunded. Selecting more than one item to refund or exchange updates the summary accordingly. The following table describes each field in the Refund summary section.

FieldDescription
Subtotal refundDisplays the refund subtotal which excludes discounts, fees, adjustments, shipping, and taxes. This amount can be edited in the refund process.
Discounts refundDisplays the discount amount applied to the order. If discount codes were applied to a product, the system automatically adjusts the refund summary.
Fees refundDisplays the additional fees that were charged for an order such as an oversized item fee. This can be edited in the refund process.
Adjustment refundDisplays the adjustments applied to the order if applicable.
Shipping refundDisplays the shipping refund amount. This can be edited in the refund process.
Tax refundDisplays the tax refund amount. Tax refund amounts cannot be edited and are broken down into sub-taxes. For example, Canadian orders are broken down into two taxes, General Sales Tax (GST) and Provincial Sale Tax (PST). Use the More Details field to get a list of taxes. Taxes are calculated for individual products, so returns with multiple products display duplicate taxes representing each product.
Total refundDisplays the total refund amount.

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Adding Notes to an Order

The Add Notes option is located in the Return order field.

  1. To add notes to an order, Click Add Notes.

    The Add notes window is displayed.

  2. Enter the note.

    Notes are limited to 110 characters.

  3. Click Save.

    You can edit the note by clicking Edit Notes. Repeat step 2 and 3 to complete the update.

The note is added under with the Return order label. Notes are only saved if you complete the entire return process.

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