Return an item

1. On the order's Summary page, go to the Fulfillment section and click Return/Exchange.

2. You will see a dialog:

Return and optionally replace item

Use this option for scenarios like:

• Customer bought a product and regretted it after a few days

• Customer bought a product and noticed a defect

Options:

• Remove item

  • If unchecked: The item quantity stays the same, and you can assign a different inventory item of the same product (replacement).

  • If checked: The item quantity decreases and no replacement can be assigned.

• Create refund

  • If checked, you will be able to define an amount (initially defined as the total amount the customer paid for the item) and refund method.

Exchange

Use this options for scenarios like:

• Customer bought a product and wants to exchange to the same product but with a different spec. You can resell the returned item to another customer and use the refund towards the new product.

Options:

• Create refund

  • This option can't be unchecked since the amount will be used towards a new sales order.

After submitting the form, a new Sales Order is automatically created with an identifier matching the original order plus a letter suffix (e.g., SO-0341 becomes SO-0341A). Customer details (name, address) are pre-filled—you only need to select the new product and complete the sale.

Notes

Impacts on Inventory Item

The returned item will have the inventory status updated to “Returned by Customer”