> ## Documentation Index
> Fetch the complete documentation index at: https://spreecommerce.org/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Exchanges

> Swap what a customer bought for a different size, colour or product — items come back, replacements go out.

An exchange is a [Return](/docs/user/orders/returns) that ends by sending different items instead of refunding: the customer sends back the medium and gets the large. It belongs to the order it came from, and you will find all exchanges under **Orders → Exchanges**, as well as on the order itself.

## 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](/docs/user/orders/claims).

## 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

| Status    | What it means                                                 |
| --------- | ------------------------------------------------------------- |
| Requested | Opened, waiting on you                                        |
| Approved  | You have authorised it — the customer can send the goods back |
| Received  | The goods arrived and you recorded what turned up             |
| Fulfilled | The replacements have shipped                                 |
| Canceled  | Called off before the goods were received                     |

**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](/docs/user/orders/returns) — money back instead of different items
* [Claims](/docs/user/orders/claims) — when the delivery went wrong
* [Returns & reasons](/docs/user/settings/returns-and-reasons) — the reason list exchanges share with returns