This pop-up allows you to accept and process exchange requests from customers.
[Exchange for the same product] may be used when products are exchanged due to defects, omissions, etc., because the order amount remains the same.
Use credits
If the order was paid with credits or the customer has balance in credits, you can use credits during exchange process even credits are disabled in [My Store>Store setup>Credits].
Guide on processing estimated points refund for products for exchange
Enter points to be refunded by referring to [Estimated product-based points] and [Estimated customer level-based points].
1) Estimated product-based points
Default amount of product-based points calculated by the settings and points rewarded for used payment method are displayed.
When [Apply default settings] is selected for [Points settings] under [Sales information] in [Products>Add/Edit products] - Calculate points by default points issuance rate decided in [My Store>Store setup>Points]
When [Individual settings] is selected for [Points settings] under [Sales information] in [Products>Add/Edit products] - Calculate points by individual settings for each product
2) Estimated customer level-based points
Points refund is estimated and displayed based on the total product price for exchange according to the customer level-based point settings in [Customers> Manage customers>Customer levels].
For any product where [Do not reward additional customer level-based points] is checked in [Products>Add products>Sales information>Limit points], and customer level-based points are issued as a percentage (%), the points are estimated based on the total amount of products for exchange except for the corresponding product.
Order item
Order itemExchange for the same product
Select an order item for exchange and click [Exchange for the same product]. The product will then be listed in [Products for exchange] below, and the exchange is processed based on the order amount applied when the order was placed.
Click [Change options] in [Products for exchange] to access the [Select an item for exchange] pop-up where you can select another variant.
Add to products for exchange
Select an order item for exchange and click [Add to products for exchange]. The product will then be listed in [Products for exchange] below, and the exchange is processed based on the current product information.
Products for exchange
Products for exchangeProducts for exchange
You cannot add or delete products for an exchange for the same product because the order amount must be the same. However, for products added by [Add to products for exchange] or [Select products for exchange], addition or deletion is allowed.
Select products for exchange
This feature is used when exchanging an order item for a different one. Check an order item to exchange and click [Select products for exchange] to access a pop-up where you can search and add products for exchange.
Accept exchange request
Check an order item, select a product for exchange, and click [Accept exchange request].
Clicking [Accept exchange request] will immediately mark the request as [Exchanged] because an exchange for the same product involves the same order amount.
Click [Add to products for exchange] or [Select products for exchange] to access a field where you can process exchange requests.
[Exchanges before payment] will be provided with [Payment adjustment information] while [Exchanges after payment] will be provided with [Refund methods].
Fill in all required fields and click [OK] to accept the exchange request. Its status will change to [Exchanged] or [In progress].
Note that the order status will change to [Exchanged] after the required additional payment is made for orders that involve additional payment (increased order amount), the refund is made for orders that involve refund (decreased order amount), and the pickup is completed for exchanges after shipment.
Reject exchange request
The [Reject exchange request] button will be displayed only for exchange requests directly made by the customer in the online store.
Check an order item for which you want to reject an exchange request and click [Reject exchange request]. The [Reject exchange request] field will then be displayed below.
Fill in all required fields and click [OK]. [Order status] will then be restored to the condition before the exchange request. You can check the result in the [Rejected/Undone] tab in [Orders>Cancellations/Exchanges/Returns/Refunds> Exchanges].
Postpone exchange request
[Hold off] button will only be displayed for exchanges requested by customers on storefront.
Check an order item for which you want to postpone an exchange request and click [Postpone exchange request]. The [Postpone exchange request] field will then be displayed below.
Fill in all required fields and click [OK]. [Order status] will then change to [Postponed]. You can check the result in the [Postponed/On hold] tab in [Orders>Cancellations/Exchanges/Returns/Refunds>Exchanges]. You can process these orders marked as [Postponed], when necessary.
Exchange on hold
[Hold off] button will only be displayed for exchanges requested by customers on storefront.
Check an order item for which you want to put on hold an exchange request and click [Exchange on hold]. The [Exchange on hold] field will then be displayed below.
Fill in all required fields and click [OK]. [Order status] will then change to [On hold]. You can check the result in the [Postponed/On hold] tab in [Orders>Cancellations/Exchanges/Returns/Refunds>Exchanges]. You can process these orders marked as [On hold], when necessary.
Product subtotal
For an exchange for the same product, the current price of a product for exchange and extra charges (item) will be displayed in [Product subtotal].
Even if the price has changed and is different from when the order was made, the same order amount will be applied for an exchange for the same product.
Discount
Discounts relevant to the products you are adding to the order are automatically input here. Click on [Discount details] for more information on the discounts.
This discount amount will appear under [Manually input discount (by admin)] in [Cancel product discounts] when cancelling/exchanging/returning an order.
Payment details
Payment details
Final (or initial) payment details displayed also in the order details. Refer to this information when calculating refund amount during cancellations, returns, or exchanges.
Total amount paid
[Total amount paid] is the amount actually paid by customers with bank deposit, credit card payment, etc. other than by discount and other means of payment. You need to check [Total amount paid] when accepting an exchange request because It is the amount to be refunded.
Alternative payment methods - Points and/or Credits
The amount of coupons restored during the exchange process is not included in [Total amount paid].
Gifts
Gifts
Check the list of gifts you can cancel, exchange, or return.
Accept exchange request
Reason
You must select a reason from the drop down menu that includes [Change of mind], [Shipping delay], [Shipping error], and others.
Details
To sync the reason with admin memos, select [Sync the reason for cancellation/return/exchange/refund with admin memo] in [My Store>Store setup>General settings>Orders (Tab)] under [Payment/Refund/Return settings].
Reject exchange request
Display reason in [Storefront>My Orders]
Decide whether to display the reason for rejection in the customer's order details under [My orders] on your storefront.
Refund methods
Shipping fee
You can select shipping fee options for cancellations or returns according to your shipping policy.
Refund the shipping fee for original order by adding it to the refund amount or do not refund the original shipping fee. You can also charge customers for the return shipping fee by deducting it from the refund amount.
When you are deducting the return shipping fee from the refund amount, the maximum amount is the sum of [Estimated refund amount] and [Original shipping fee].
When you are adding the return shipping fee to the refund amount, the maximum amount is the difference between [Total amount paid] and [Estimated refund amount] for payment methods that partial refund is allowed. There is no limit for bank deposit and the return shipping fee added to the refund amount will automatically be deposited.
Cancel customer level-based points
The estimated customer level-based points to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
Click [Reward conditions and amount] to check rewarded points for each item. Only customer level-based points are displayed.
Cancel coupon-based points
The estimated coupon-based points to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
Click [Reward conditions and amount] to check rewarded points for each item.
Cancel product discountsCancel extra discounts per item
Additional discounts per item will be displayed for you to cancel and you can change the amount up to the displayed maximum amount.
Entered amount will be added to [Total cancel] (or [Total refunded] for paid orders).
Cancel all additional discounts per product
Click [Discount details] to check the total amount of additional discounts per item.
Cancel customer level-based discount
The estimated customer level-based discounts to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
Click [Discount conditions and amount] to check discount amount for each item.
Cancel coupon discount
The estimated coupon discounts to be canceled will be calculated and displayed based on the product subtotal. You can change the amount to be canceled.
Click [Discount conditions and amount] to check discount amount for each item.
Cash/Credit card payment
The amount is automatically displayed based on the option selected in [Refund methods] by admin and it can be manually edited up to the total amount paid.
Refund used points
Refund points used by customers to purchase the product during checkout.
The default amount is automatically displayed by the system and you can change the amount up to the amount of points used during the checkout.
Refund used credits
Refund credits used by customers to purchase the product during checkout.
The default amount is automatically displayed by the system and you can change the amount up to the amount of credits used during the checkout.
Total refunded
Total amount to be refunded is equal to the total amount paid.
Shipping fee
Shipping fee is calculated by the following formula. [Original shipping fee] - [Return shipping fee] + [Refund of return shipping fee]
Payment details
Shipping fee
You can set whether to add a refund shipping fee to the price of a product for exchange.
When this feature is enabled, a refund shipping fee will be added to the price of a product for exchange.
Customer level-based discount
You can set whether to apply the customer level-based discount set in [Customer Management>Membership Management>Customer levels].
Used points/credits
Points or credits may be used within the maximum available amount.
When you select to use points or credits, the entered amount will be deducted from the total amount to be paid for exchanging product.
Used points/credits to be refunded
Points or credits to be refunded for exchange may be used within the maximum available amount.
When you select to use points or credits, the entered amount will be deducted from the total amount to be paid for exchanging product.
Total payment
[Total payment] is the amount paid with all relevant conditions considered, including the shipping fee, customer level-based discount, points, credits, etc.
Details on refunds
Refund methods
The options for [Refund methods] may change depending on the payment method used during the checkout. Fields for entering refund details will be displayed based on the selected refund method.
Refund bank
Enter bank details for refund displayed when [Cash refund] is selected for [Refund methods].
Click [Select bank account for refunds] to select bank account details for refund in cancellation/exchange/return request.
Types of bank accounts for refunds
Cancellation - Bank details added in cancellation request
Exchange - Bank details added in exchange request
Return - Bank details added in return request
Refund to credits
It is recommended to use a refund method identical to the payment method.