When to use one
Use an exchange when the customer wants a different item and is sending the original back. If they want their money, that is a return. If the delivery went wrong — damaged, missing, wrong item — and you would replace it without asking for anything back, that is a Claim.Opening an exchange
On the order, click New exchange. For each line being swapped, choose the item coming back, how many, and the replacement variant going out in its place — another size or colour of the same product, or a different product entirely. Record the reason from the return-reasons list; exchanges and returns share it. Customers can also open exchanges from their account, if your storefront offers it. Those arrive as Requested.The steps
Approve it, then when the parcel arrives, Receive items — enter the quantity that actually came back per line, and whether each is resellable. Resellable items return to stock; damaged ones do not.
Then Ship replacement. Spree creates the replacement shipment on the original order for the quantities that were actually received — not what was promised — and checks the replacements are in stock first. The customer does not have to place a second order.
The price difference
Replacements are not always worth the same as what came back. Spree works out the price difference:- If the replacements are worth less, the difference goes back to the customer — to store credit or their original payment method, your choice.
- If they are worth more, Spree records the difference but does not charge the customer automatically. Collecting that balance is up to you, so nobody’s card is charged without their agreement.
Cancelling
An exchange can be cancelled at any point before the goods are received. Cancelling restocks nothing and moves no money.Related
- Returns — money back instead of different items
- Claims — when the delivery went wrong
- Returns & reasons — the reason list exchanges share with returns