NOTE: This page relates to Basic Exchange, the legacy product of Exchange It.
If you use the Returns Portal and the Returns Manager, these docs are not relevant for you.
Overview
The Exchange page has several settings that can help you complete your return. The exchange page has three main sections – Original Order, Exchange Order and Customer Information. Each of these sections has various settings that will control the app's functionality.
Original Order
The settings in the product table, the “Returned” quantity and “Restock Location” are used to set up the restocking of items from the original order. The “Returned” quantity sets the number of items from the original order to restock. Then the “Restock Location” is used to select the preferred inventory location.
Please note, if no restock location is selected, the inventory of the item(s) will not be adjusted.
Then there is the checkbox labelled “Refund the Customer for any of these items”, this will open the panel that contains the configurations to send a refund to the customer. Here the quantity of the items from the original order can be selected to calculate the refund total. The total can then be further manipulated using the “Edit Refund” link, this opens a window allowing the user to adjust the refund to a different amount.
Below the Refund Total is a checkbox labelled “Send a notification to the customer”, this is selected by default and means an email confirming the refund will be sent to the customer. At the bottom of the panel is the Refund Note, this text input allows the user to write a custom note associated with the refund. This is for internal purposes and is not sent to the customer.
Exchange Order
This section starts with the “Add Products” button, which will trigger the product picker – used to select the items for the new order. Once an item has been chosen, then the quantity can be manipulated or it can be removed using the buttons in the table.
If the user would like to charge the customer for any of the items in this new order, then select the checkbox labelled “Charge the customer for these items”. This will remove the strikethrough on the prices and open an additional panel. Here the user can add a discount if they wish to reduce the total charge.
Please note the shipping method and option to bill for shipping is completed further down the page.
Customer Information Settings
There are three main settings that control the information required to complete an exchange.
Firstly, there is the “No Customer Information Required (POS Order)” checkbox. This will disable all the input fields and allow you to create the exchange order without adding any customer information at all. This should only be used in cases where you are operating a Point of Sale (POS) system, or you do not need the customer information to be linked to the order.
Secondly, there is the “Include Shipping Address” checkbox. When unchecked, this will disable the Shipping Address section allowing you to create an exchange order without any shipping information. This is ideal for virtual products or when items do not require postage.
Lastly, there are two further checkboxes at the bottom of the page.
There is the “Include Original Billing Address” checkbox. When checked, this will include the original order billing address with the new exchange order.
Then there is the “Charge the customer for the shipping method” checkbox. This will allow you to request a payment from the customer for the shipping amount of the exchange order. When you “Place Exchange Order” it will send an automatic Shopify invoice email to the customer with a link for them to pay you.
