Exchange orders

An exchange order is a sales order with the ORDER_PURPOSE flag set to EXCHANGE. It can only be based off a return order, and behaves like a sales order.

An exchange is even when the value of the products being sent to the customer as an exchange is equivalent to the value of the products the customer returned. For example, a customer returns a blue shirt and wants the same style shirt and size in exchange, only red.

An exchange is uneven when the value of the products being sent to the customer as an exchange is greater or smaller than the value of the products the customer returned. For example, a customer returns a blue shirt and wants a red shirt as well as a green shirt in return. In that case, new payment processing needs to be done.

There are three types of exchanges:

  • Regular exchange
  • Advanced exchange
  • Advanced, pre-paid exchange

Regular exchange

A regular exchange occurs when the enterprise waits to receive the return from the customer before sending the exchange. The exchange item is only sent when the return item has been received, and if necessary, when any remaining balance has been 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. Once the enterprise receives the red shirt, it charges the customer for the green shirt, and sends both of them at once.

Advanced exchange

An advanced exchange occurs when 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 may want to send a new cell phone to its customer as soon as the CSR receives the request. The company assumes that it receives the return, and does not wait to issue the exchange.

Advanced pre-paid exchange

An advanced pre-paid exchange occurs when the enterprise charges the customer for the exchange item, ships it, and then refunds the customer upon receipt of the return item. For example, if a customer wants to exchange a red shirt for a blue shirt, the enterprise charges the customer for the blue shirt, ships it, and upon receipt of the red shirt, refunds the value of the red shirt to him.

In cases that involve a provided service on the exchange order, Sterling Order Management System synchronizes exchange orders with return orders to enable the creation of a single work order that contains uninstallation and pickup of the old item along with delivery and installation of the replacement item.