Run an even exchange whenever a customer needs to exchange their product for a variant
of the same product. For example, if a shopper orders a size large blue sweater and then decides
that they prefer the same sweater in red, size medium, you can process an exchange.
From the Navigation bar, open the Order Summaries list view page.
Select the order summary number that contains the items to exchange, and open the
corresponding order summary record.
You can also open the order summary directly from the customer’s account in the Service
Console.
From the Actions & Recommendations list, select Even
Exchange.
On the Exchange Items page, complete these steps, if applicable.
If there’s more than one web
store or more than one location group configured, select a store and a
location group, and then click Next. The B2C web
store used to create the order is selected by default.
If the original order has more than one shipping delivery group, select a shipping
address, and then click Next.
On the Exchange Items page, select the items to exchange, and then click
Next.
Only five items can be exchanged at one time.
For each item selected, complete these steps.
Select the quantity to exchange.
Select the reason for the exchange.
Click Select a Product, and then select a replacement product from
the available options.
Click Exchange.
Click Submit.
Click Finish.
The original order items are canceled and the new items are added. There’s no financial
change to the original order.
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