Creating an exchange order

Create an exchange order if the buyer wants to exchange an item from an existing return order. For example, a customer wants to exchange a red shirt for a blue shirt. An exchange order is a sales order with the ORDER_PURPOSE flag set to EXCHANGE.

Procedure

  1. Log in to Order Hub.
  2. Click Orders > Returns from the menu.
  3. Search for the return order from which you want to create an exchange.
  4. Select a search result to go to the Return order details page.
  5. Click Actions > Create exchange order.
  6. Specify order header details.
    Order number
    The order number. If you do not enter a value, the system automatically generates a unique number.
    Order name
    The order name.
    Order date
    The order date. If you do not enter a date, the system uses the current date and time.
    Order type
    The order type, if applicable. The values are customizable. For more information, see Creating an order type.
    Currency
    The currency with which any transactions are to be handled in.
    Exchange type
    The type of exchange.
    • Regular: The enterprise waits to receive the return from the customer before sending the exchange. The exchange item is only sent when the enterprise receives the return, and if necessary, when any remaining balance is paid off. For example, a customer sends back a red shirt asking for a blue shirt in exchange, and wants to purchase an additional green shirt. When the enterprise receives the red shirt, the enterprise charges the customer for the green shirt, and sends both blue and green shirts at the same time.
    • Advanced: The enterprise ships the exchange item as soon as the exchange is created, without waiting to receive the return item. For example, a cell phone company might want to send a new cell phone to its customer as soon as the CSR receives the request. The company does not wait to receive the return and immediately issues the exchange.
    • Advanced prepaid: The enterprise charges the customer for the exchange item, ships it, and then refunds the customer upon receipt of the return item. For example, a customer wants to exchange a red shirt for a blue shirt. The enterprise charges the customer for the blue shirt and then ships the blue shirt. When the enterprise receives the red shirt, the enterprise refunds the value of the red shirt.
  7. Click Create order to create a draft order.
    You are directed to the Create order flow to create an order with the new items that the buyer wants. For more information about the create order flow, see Creating an order (step 4).
  8. Complete the Create order flow to confirm the order and place the order in the system.