Create an exchange

An exchange happens when a customer receives an item and requests to exchange it for another, instead of returning the item. In Genstore admin, you can create and manage exchanges. When creating an exchange, you can offer the customer an exchange item and provide payment options if needed. Exchange services not only boost customer satisfaction but also help you retain revenue and generate additional income through exchanges.

TIP

• Custom items can't be added as exchange items.
• Orders with taxes can't have exchange items added, but returns can still be created.
• Order-level discounts can't be applied to exchange items.

Exchange process

You can create a return in Genstore admin. When creating a return, the system will show return shipping fees and handling fees according to your return rules.

1. Log in to Genstore admin and click Orders.
2. Click the Order ID of the order you want to return to open the Order details page.
3. Click Return in the top-right corner of the page.
4. In the new Return window, enter the quantity of items to return and select the Return reason.
5. Click the edit icon in the Return processing fee section to enter the amount to be deducted, then click Confirm.
6. Click the edit icon in the Return shipping fee section to enter the amount to be deducted, then click Confirm.
7. In the Exchange items section, click Add product, select the exchange item, and click Save.
8. Fill in the return shipping details and carrier, or select No shipping required.
9. Click Create return.

Ship exchange items

Once you receive the returned items and restock them, you can process and ship the exchange items. After shipping, the customer will receive an email notification, and they can view the order details and status in their account. Here's how:

1. Log in to the Genstore admin and click Orders.
2. In the Order list, select the exchange order you want to ship and open the Order details page.
3. In the Unshipped section, follow the regular order shipping process to ship the exchange items.
4. Based on the order adjustments, process the refund or payment:
   • If you owe the customer money, issue a refund.
   • If the customer owes you money, click Payment collection and choose the payment method.