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An exchange needs both the original item and the replacement. Review their options, quantities and prices before committing the change.

Prepare the exchange

1. Find the original order and review existing returns, exchanges and payments.
2. Choose Exchanges to open New Exchange for Order.
3. Select Product to be exchanged and check the exact original option.
4. Set Quantity to exchange.
5. Find the intended Replacement product, including its required options, and review Replacements to send.
6. Choose Exchange reason, review Put product back into stock? and enter useful Comments.

Review preselected items and quantities

1. Read the order reference in New Exchange for Order.
2. Check Product to be exchanged even when an original item is already selected. Compare its exact option and Quantity to exchange with what the customer is returning.
3. Find and identify the actual Replacement product. A blank replacement search is not a selected replacement.
4. Check Replacements to send separately from Quantity to exchange. Review both quantities rather than assuming they must be the same or that a preselected value is correct.
5. Review Exchange reason and the selected answer beside Put product back into stock?. The form offers Other, Changed Mind and Faulty Goods. Do not carry a restock assumption from the Returns form into an exchange.
6. Use Cancel when inspecting only. Add Exchange commits the intended operation; it is not a price-difference preview.

For example, exchanging one size for another requires checking the returned option, replacement option and both quantities before reviewing any price difference. A preselected original item or restock answer is not confirmation that the prepared exchange matches the customer’s request.

Review the price difference first

Establish whether the intended replacement leaves money to collect, money to return or no balance difference. The Builder exchange path can create stock and order changes and can attempt or record a refund in some cases. Confirm how the original payment method and your shop’s process handle that difference before selecting Add Exchange.

Save and reconcile

1. Check the original/replacement identities, both quantities, restock choice and reason.
2. Select Add Exchange for the intended operation.
3. Review the saved exchange, original order and replacement line.
4. Check stock at the affected locations, revised totals, payment/refund records and order events.
5. Confirm the actual money movement or remaining balance separately from the exchange record.

Example: change a size

For a size exchange, verify the returned size and replacement size as different physical stock. An equal-looking product name does not establish that both options have the same identifier, availability or price.

If a replacement or refund failed

Inspect the existing records and events before repeating the exchange. Different parts of the operation can have succeeded, so keep the original/exchange references and payment evidence for support.

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