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Returns and Exchanges have separate lists in Builder. Use the relevant list to investigate an existing record, then compare it with the original sale and any refund evidence.

Find a return

1. Open Orders & Customers → Returns.
2. Use Sort by, Results and the result pages to locate the relevant date.
3. Check the displayed order reference and reason.
4. Select View beside the intended return.

Find an exchange

1. Open Orders & Customers → Exchanges.
2. Locate the date and order reference using the list controls.
3. Check the reason and product information shown, then select the appropriate View.

Example: follow up an earlier exchange

A customer may remember exchanging a particular bag but not know the new transaction reference. Start with the original order and approximate date, then compare the product shown in Exchanges. A reason displayed as Unknown does not explain what happened; inspect the underlying record rather than assigning a new reason by assumption.

Keep the related evidence together

Note the original order number, affected item or option, quantities, return/exchange date and any refund or replacement reference. A return, a stock adjustment, a replacement sale and a refund can be distinct records; check the specific outcome the customer is asking about.

If you cannot reconcile the result

Open the original order and compare its details. Investigate an unclear existing refund before attempting another one, keeping any payment-provider reference available for support.

Related help

• Change an item’s quantity on the till
• Handle a card payment that needs review
• Choose a return or exchange workflow
• Return items from an existing order
• Exchange items from an existing order
• Handle returned and replacement items at the till