Exchanges (RMA)

Introduction

An Exchange (also called an RMA Exchange) allows customers to return a product and receive a replacement item instead of a refund. ShipEdge supports two types of exchanges to fit different business needs:

• Exchange on Received: Send the replacement after receiving the returned item
• Exchange Now: Send the replacement immediately, before receiving the return

Exchanges help maintain customer satisfaction while ensuring inventory accuracy and proper product flow.

Why Use Exchanges?

Customer Satisfaction

Quickly resolve product issues without forcing customers to repurchase or wait for refunds.

Inventory Control

Track both the returned item and the replacement order in a single workflow.

Flexible Options

Choose immediate shipment or wait for return based on your business policy.

Linked Records

Exchanges are automatically linked to the original return for complete audit trails.

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Exchange Types

Exchange on Received

Wait for Return, Then Ship Replacement

Use this when you want to verify the returned item before sending the replacement.

Best For:

• High-value products
• Preventing fraud or abuse
• When inventory is limited
• Ensuring the returned item is actually received

How it works:

1. Customer initiates a return
2. System creates a return order (RMA)
3. Customer ships the item back
4. Warehouse receives and inspects the return
5. After inspection, system releases the replacement order
6. Replacement order ships to customer

Warehouse Processing:

• The replacement order is created with (hold until processed)
• Order stays in PENDING status until the return is processed
• Once warehouse processes the return, the exchange order moves to warehouse queue

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Exchange Now

Ship Replacement Immediately

Use this for immediate customer satisfaction without waiting for the return.

Best For:

• Trusted, repeat customers
• Lower-value products
• Competitive customer service
• Reducing customer wait time

How it works:

1. Customer initiates a return with exchange
2. System creates a return order (RMA)
3. Immediately creates and releases the replacement order
4. Replacement order ships right away
5. Customer receives replacement while returning the original
6. Warehouse processes the return when it arrives

Warehouse Processing:

• The replacement order is created with (ship immediately)
• Order goes directly to warehouse queue for picking
• Customer receives replacement faster

Risk Consideration

Exchange Now means you’re shipping a replacement before receiving the return. Consider your return policy and customer trust level.

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How to Create an Exchange

1. Start from a Shipped Order

   Navigate to Shipped Orders and locate the order the customer wants to exchange. The order must be in SHIPPED status.

2. Initiate the Return

   Click on the order to view details, then click “Initiate return”. This opens the return creation form.

3. Select Items to Return

   Choose which SKUs the customer is returning. For each SKU:

   • Enter the quantity being returned
   • Specify QtyGood (if sellable) and QtyHurt (if damaged)
   • Add any comments about the return reason

4. Choose Exchange Type

   In the Request Type field, select:

   • Exchange_on_Received: To wait for the return before shipping replacement
   • Exchange_Now: To ship the replacement immediately

5. Configure the Replacement Order

   The system automatically creates a replacement order based on the returned items:

   • Order number gets a _XCHG suffix (e.g., ORDER123_XCHG)
   • Same SKUs and quantities as the return
   • Same shipping address as the original order
   • Order status: HOLD (if Exchange on Received) or PENDING (if Exchange Now)

6. Review and Edit the Exchange Order (Optional)

   Click “Continue” to review the exchange order. You can modify:

   • Shipping address (if customer moved)
   • Shipping method
   • Order items (if exchanging for different SKUs)
   • Special instructions

7. Submit the Exchange

   Click “Submit” or “Process Order” to finalize:

   • Exchange on Received: Order stays in hold until return is processed
   • Exchange Now: Order immediately enters the warehouse queue

8. Optional: Generate Return Label

   If you want to provide a prepaid return label, check “Generate label” before submitting. The system creates a return shipping label and can email it to the customer.

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Managing Exchanges

Viewing All Exchanges

Access the exchanges list:

Page Title: “Exchanges”

What You See:

• All replacement orders created from returns
• RMA# linked to each exchange
• Order status and shipping information
• Ability to search by Shipping#, Order#, Reference#

Search Filters:

• Shipping#: Find by replacement order shipping number
• Order Date: Filter by date range
• Basic Search: Search across multiple fields

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Exchange Order Statuses

Exchanges follow the standard order workflow with these key statuses:

Status	Description	Next Action
HOLD	Exchange on Received - waiting for return to be processed	Warehouse processes return
PENDING	Exchange Now - ready for warehouse processing	Warehouse picks and packs
PROCESSING	Warehouse is preparing the exchange	Warehouse ships order
SHIPPED	Exchange has been sent to customer	Customer receives item
CANCELLED	Exchange was cancelled	No further action

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Exchange Workflow Examples

Scenario 1: Exchange on Received (Safe Approach)

Situation: Customer ordered a jacket in size Medium but needs size Large. Your policy is to verify returns before sending replacements.

Process:

1. Customer contacts you requesting an exchange
2. You create an Exchange on Received return
3. System creates replacement order with status HOLD
4. Customer ships the Medium jacket back
5. Warehouse receives the return and processes it (marks as Good/Hurt)
6. System automatically releases the replacement order to PENDING
7. Warehouse picks and ships the Large jacket
8. Customer receives the correct size

Timeline: Customer receives replacement 3-7 days after you receive their return.

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Scenario 2: Exchange Now (Fast Service)

Situation: Loyal customer received a defective product. You trust them and want to provide excellent service.

Process:

1. Customer reports the defect
2. You create an Exchange Now return
3. System immediately creates replacement order with status PENDING
4. Warehouse picks and ships the replacement right away
5. Customer receives the replacement within 1-2 days
6. Customer ships the defective item back at their convenience
7. Warehouse processes the return when it arrives

Timeline: Customer receives replacement 1-2 days after initiating the exchange.

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Best Practices

Verify Customer Information

Confirm shipping address before processing—customer may have moved since original order.

Track Both Orders

Use the RMA link to monitor both the return and the replacement order status.

Inspect Returns Promptly

For Exchange on Received, process returns quickly so the replacement ships without delay.

Handle Disputes Carefully

If the return doesn’t match expectations (wrong item, damaged), contact the customer before releasing an Exchange on Received.

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Troubleshooting

Exchange Order Stuck in HOLD Status

Cause: Exchange on Received is waiting for the return to be processed.

Solution:

• Check if the return has been received by the warehouse
• Process the return
• Once processed, the exchange order automatically changes to PENDING
• If you need to ship immediately, edit the order and change editxao to 0

Can't Find the Exchange Order

Cause: Exchange might be in the wrong view or filtered out.

Solution:

• Go to Orders (Exchanges view)
• Use search filters: try the original Order# or RMA#
• Check the return view for the “View exchange” link
• Search by the order number with _XCHG suffix

Need to Cancel an Exchange

Cause: Customer changed their mind or issue was resolved differently.

Solution:

• If exchange hasn’t shipped yet, cancel it from the order list
• Click the Cancel link for the exchange order
• Update the return status if needed
• Process a refund instead if appropriate

Wrong Product in Exchange Order

Cause: Exchange was created with the original SKUs but customer wants different products.

Solution:

• Before finalizing, edit the exchange
• Remove incorrect SKUs
• Add the correct SKUs and quantities
• Verify inventory availability
• Submit the corrected exchange

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Related Pages

• Returns Overview - Learn about the return request process
• Processing Returns - How warehouse handles returns
• Archived Returns - View completed exchanges
• Orders Management - Managing all order types
• Order Status & Workflow - Understanding order statuses

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Next Steps: After creating an exchange, monitor both the return and the replacement order. For Exchange on Received, process the return promptly to release the replacement. For Exchange Now, track the return to ensure it arrives as expected.