Create an exchange – WebSelf Simple Help Center

In some cases, and for various reasons, customers may need to exchange one or more items in their order.

NOTE: To create an exchange, the order must meet these two conditions:

1. Payment: Displays the status Captured (regardless of whether it was paid online or paid in-store).
2. Delivery: Displays the status Delivered (regardless of whether it was shipped or picked up in-store).

If there is a price difference between the original product ordered and the product being exchanged, to receive the additional payment or to refund the overpayment, you must first create an exchange in the order.

Table of contents

Creating an exchange in an order
Manually marking a positive amount due as paid payée
Creating and sharing the payment link for an additional payment
Ship the outbound product after receiving the additional payment

Create an exchange in an order

From your store's admin, go to Store → Orders.
Double-click on the order line, the order management page displays.

In the Order summary window, click the three-dot icon on the right, then click Create Exchange.

In the Create exchange window, click Add items in the Inbound and Outbound fields.

In the Inbound field, the products included in the order are displayed. Check the box for the one(s) being exchanged.

Click Save.
In the Outbound field, click Add items.
All your products, including their variants (if applicable), are displayed. Check the box for the replacement item.

The Estimated difference displays the amount of the additional payment or refund.

Click Confirm exchange.
Click Continue.

Once the exchange is confirmed, the Outbound item will appear in the Order Summary section.

If you received the Inbound item that is the subject of the exchange, go to the Order summary section and click Receive items.

In the Receive items, for ex.: "# XD5PQY07" window (example of a return code), the following information will be displayed:

- Name of the location used for the return.
- Number and description of the returned products.
- Order total.
- Outstanding amount (the amount corresponding to the return).
- Send a notification regarding the return box (click on it to enable it).

Click Save.

Note:
Your store will automatically adjust inventory levels based on the number entered in the Received items field.

In the Order summary window, click Allocate items to authorize the outbound item.

Choose the Location and Quantity of the Outgoing item(s) authorize for the exchange.
Click Allocate items.

After creating the exchange, unpaid amounts (to be recovered from the customer or refunded) will be displayed in the Order summary section.

- A negative unpaid amount means you owe the customer a refund.

- A positive unpaid amount means an additional payment must be made by the customer.

Manually mark an additional due payment as paid

If the order was:

- Paid for on-site and picked up on-site.
- Paid for online and picked up on-site.

1. The customer must return the inbound item that is the subject of the exchange to you on-site; on the invoice, you must create the exchange by indicating the incoming and outgoing product to determine the additional payment amount.

2. The customer must pay you the additional payment amount in cash, on-site or via a payment link, then you must manually mark as paid the amount due.

3. For your inventory to be automatically updated (even if shipping is not required), you must complete the shipping steps (ship the order, mark the order as shipped, and mark the order as delivered).

In the Order summary section, click the Mark as paid button.

Confirm the payment by clicking the Confirm button in the pop-up window.

Create and share a payment link for an additional payment

You can obtain a positive unpaid amount by creating and sharing a payment link with the customer to authorize it. This payment link will be used by the customer to pay the additional amount.

If the order was:

- Paid for online and shipped.

1. The customer must return the exchanged Inbound item to you, through the same shipping provider used for shipment.

2.- Once the exchanged Inbound item received, you must create the exchange by specifying the Outbound item to determine the additional payment amount (if applicable).

3.- For your inventory to be updated automatically, once payment is received, manually mark as paid the amount due and complete all shipping steps (Ship the order, Mark the order as shipped, and Mark the order as delivered).

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IMPORTANT:
If the exchanged product requires a new shipment, note that in the order Payments section, the redelivery fee is not included in the Total Pending figure. When creating the payment link, enter the Outstanding amount figure shown in the Summary order, to ensure that the customer is responsible for the redelivery fee.

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Below, you will find how to create and share a Payment link for an additional payment :

-Create a payment Link via PayPal : Watch the tutorial.
Source : YouTube·PayPal.

-Create a payment Link via Square : Watch the tutorial.

Source : YouTube·Tutorials by Joe & Lisa·

-Create a payment Link via Stripe:

To create and share a payment link for the additional payment:

Log in to your Stripe account.
Go to the Payments section and right-click the downward-pointing arrow.
Click Payment Links.

Click Create a payment link.

The Link configuration page displays.

In the Payment Page tab, in the Product window, enter the name of the Outbound item.

Double-click the window with the Outbound item name.
The + Add 'X' as new product option will be activated; click on it.

Configure the settings: Name (required), Description (optional), Image (optional).
Select One-time.
In the Amount (required) window, enter the Additional payment amount.

Check the Preview on the right to ensure the additional payment amount is correct.
Click Add Product.
Check the Preview on the right to ensure the product and additional payment amount are correct.

Click Create Link.
The link has been created.

Here's what the link looks like: https://buy.stripe.com/test_cN24htaMw2vk5GM288

Copy the link by clicking the hard copy icon on the right.

Share the link with your customer by manually emailing them so they can authorize the payment.
Once the link has been received and opened by the customer, the email address and the Payment method (choose Card), are required.

After have Clicked Pay, your customer will receive confirmation that their payment was successful.

Go back to your Stripe account dashboard and click the Transactions tab.
The amount paid and your customer's email address will be displayed.

Once the payment is received, go to the Payments section of the order, click the Mark as paid button.

Confirm the payment by clicking the Confirm button in the pop-up window.

Ship the outbound product after receiving the additional payment

Regardless of whether the additional amount due to the exchange was paid on-site or online; if the product exchanged requires a new shipment, here's how to ship the outbound product.

To ship the outbound product:

If you have received payment, in the Unfulfilled Items window, click the three-dot icon on the right, click Fulfill items.

In the window, the Location, Items to fulfill and the Send notification feature are filled out by default. Click Create Fulfillment.

In the Fulfillment window, the product list, shipping location, supplier name, and tracking number (if applicable) are displayed. The status changes to Awaiting shipping.