Commerce > Orders > Returns and exchanges

Returns and exchanges

After a packageCommerce: a unit that contains multiple products or variants, with a single unique pricing for the entire package; comparable to an individual SKU because the package item must be purchased as a whole (such as a computer system). is finalized and shipped out, you can process returnCommerce: manages exchanges and refunds for faulty products.s and exchangeCommerce: the process of replacing a faulty product with another one, or remit a refund.s directly in the order. A return is the actual return of the faulty delivery item. You either can refund the customer or offer an exchange of the same productCommerce: various forms of merchandise that you can display and purchase from the public site, including products, variations/SKUs, bundles, packages and dynamic packages. item or something else.

A separate exchange order (denoted by EOExchange Order, instead of POPurchase Order) is tied to the original purchase order. An exchange order is similar to processing a purchase order, because it involves payment processing and releasing packages for shipment.

You can process returns and exchanges only after a purchase orderInformation for a website purchase including purchased items, address and shipping information and payment verification.'s status is Completed.

Initiating a return

  1. Go to a purchase order that has been finalized and shipped.
  2. Go to the Details tab and click Create Return in Returns/Exchanges. The Create/Edit Return form appears.
  3. Click New Item to add associate the items to be returned. The Line Item drop-down menu defaults to the items that were in the original purchase order.
  4. Set the Return Quantity and the Return Reason from the drop-down list (Faulty, Unwanted Gift, Incorrect Item). You also can add information to the return.
  5. Click OK to save your changes. The purchase order goes into Edit Mode.
  6. Click Save to continue the return process. Otherwise, click Cancel to cancel the return. In the Order List, the order appears with status Completed/Awaiting Return Completion.
  7. Click the Returns tab to process the return further, for example, after you get a notice from the shipping department that they have received the returned item.
  8. Click Acknowledge Receipt Items. (You also can choose to edit the return or cancel the return completely.)
  9. After you click Acknowledge Receipt Items, click Complete Return to open the Create Refund form.
    • Amount. Defaults to the invoice cost of the item (not including the shipping costs). For example, if the item cost $49.99 and the shipping cost was $2, then the Amount box shows $49.99.

      However, you can specify a different amount to refund to the customer, including the full cost of the order, items plus shipping cost. By default, the refund is deposited based on the payment method the customer used to make the order.

    • Existing Payments. If the customer wants the refund processed and deposited to a different credit card or payment method (such as cash, money order, or electronic transfer), click New Credit. You can enter their alternate credit card information or other refund information.
    • Payment Method. Select the method.
  10. Click OK to create and process the refund. The status of the purchase order changes to Completed.

Initiating an exchange order

  1. Go to a purchase order, click the Details tab, and click Create Return.
  2. Add the items for exchange.
  3. Click the Returns tab and click Acknowledge Receipt Items.
  4. Click Create Exchange. The Create Exchange Order form appears.
  5. Click New Item and then select the item to be exchanged by clicking Configure Selected Entry.
  6. Enter a shipping and billing address.
  7. Select the shipping method to use for the exchange order.
  8. Click Recalculate to adjust the Summary total.
  9. Click OK.
  10. After you create an exchange order (EO), click View Exchange to view the details of the EOExchange Order. (An EO is similar to how a POPurchase Order is set up.)
  11. Click the Payments tab to add a payment to the exchange order.
  12. Select a payment method for processing the EO. You can adjust the amount if needed (the amount default value is based the item cost plus shipping). The exchange order enters Edit Mode.
  13. Click Save to process the payment and the order. The payment Transaction Type changes to Authorization. In the Order List, there is an exchange order with prefix EO instead of PO, and with status Awaiting Exchange.
  14. Go back to the original purchase order and click the Returns tab.
  15. Click Complete Return to enable the Customer Service Representative (CSRCustomer Service Representative) to release the EO shipment. Optionally, you can cancel the shipment to cancel the exchange order. After you release shipment, the CSR repeats the same process as shipping a purchase order.
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Episerver User Guide update 15-5 | Released: 2015-11-16 | Copyright © Episerver AB | Send feedback to us