When do I need to process an exchange?

An exchange involves canceling or returning the original order and adding new products to it.
You will need to process an exchange in the following situations:

• Customers change their mind before their order is shipped. 
  (e.g., “I want sneakers instead of a T-shirt,” or “I want to change the color to gray.”)
• Customers change their mind after their order is delivered. 
  (e.g., “The gray is darker than I expected, I want white instead.”)
• You have to send out a replacement because the item previously shipped is defective or the ordered product is out of stock. 

Accepting exchange requests

Customers can request exchanges before or after shipment.

• Through My page on the store
  - Customers can directly submit exchange requests from your store.

Handling exchanges before shipment 

To update the order status from Exchange in progress to Exchanged, a payment or refund may be required.
If the prices are the same, no extra payment or refund is needed.

Before shipping the product, handle exchanges as follows:

When an additional payment is required

1. If the customer exchanging for a more expensive product, ask the customer to pay the price difference via bank transfer.
2. After receiving the payment, go to Orders>Awaiting payment and click Confirm payment for the relevant order.
3. Continue the shipping process as you would with regular orders.

When a refund is required

1. If the customer is exchanging for a cheaper product, issue a refund for the price difference.
2. Continue the shipping process as you would with regular orders.

Handling exchanges after shipment

If the product has already been shipped, collect the original item from the customer before sending the replacement.

When there is no price difference

1. Ask the customer to return the delivered product.
2. After receiving the return, go to Orders>Order support>Exchanges and click Mark as Picked up for the relevant order.
3. Continue the shipping process as you would with regular orders.

When an additional payment is required

1. If the customer is exchanging for a more expensive product or if round-trip shipping fees apply, request the customer to pay the difference and return the delivered product.
2. Once the payment is received, go to Orders>Awaiting payment and confirm the payment.
3. Once the return is received, go to Orders>Order support>Exchanges and click Mark as Picked up for the relevant order.
4. Continue the shipping process as you would with regular orders.

When a refund is required

1. If the customer is exchanging for a more expensive product, you have to refund the difference to the customer and request return of the delivered product.
2. Once the return is received, go to Orders>Order support>Exchanges and click Mark as Picked up for the relevant order.
3. Continue the shipping process as you would with regular orders.

Undoing exchanges 

Sometimes, customers change their mind and want to undo their exchange request once it is already in progress or exchanged. In this case, you can undo the exchange from your admin panel.

1. Go to Orders>Order support>Exchanges.
2. Search for the order and click Details.
3. In the Details on exchange popup, click Undo exchange.
4. Select a reason and click Undo.