Exchanges with RMA Returns Overview

An exchange with an RMA return provides a more robust exchange experience for customers. Unlike a simple exchange, which only allows for same-cost variant exchanges, an exchange with RMA processes the return of the previous product before letting a customer service representative (CSR) order a new item, enter a new delivery address, and select a shipping method, all on behalf of the user. Finally, the CSR can process any refund or additional funds needed from the customer.

• Exchanges with RMA Setup
  After you have installed and configured either an Order Management, B2B Commerce, or D2C Commerce org, configure Exchanges with RMA Returns.
• Place an Exchange with an RMA Return
  Place a post-fulfillment exchange when a shopper or buyer needs to substitute a product after it has already been fulfilled. These exchanges can be uneven, so the new product doesn’t always have the same value as the original product. In this case, the exchange results in a refund or additional funds owed.
• Close a Return Order for Exchange with RMA
  After you've received the returned order items from your exchange, you can close the return order. Closing the return order completes the return portion of the exchange. The funds necessary to fund the new products only become available after the return order is closed.