How to Process a Return / Exchange

Returns can happen after an item has been marked delivered.

1. Open the Sales Order and Cancel the item.
2. Click on the Cancellations tab, find the item, and click "Create Return" using the Action menu
3. Open the sales order and notice Returns now populates as a tab. Note - no money/credit has been given back to the customer.
4. The inventory item will be returned to inventory in the location selected in the form with a Fulfillment Status of "Received" and an Inventory Status of "Returned By Customer". You can find the item by filtering on those statuses on the Inventory tab.

5. To refund the customer, navigate back to the Cancellations tab and click "Create Refund". If you're going to perform an exchange, choose the "Store Credit" refund option.
6. To perform the exchange, create a new Sales Order with the new items the customer is purchasing and choose the "Store Credit" option at the payment step.

Updated on: 04/04/2025