Merchant Panel Setting: Allow Exchange With Any Product

By default, when an agent clicks “Edit Variant”, they can only choose from the available variants of the product the customer is exchanging (e.g., different sizes or colors of the same SKU).

If the backend setting “Allow exchange with any product” is enabled, the agent will instead have the flexibility to select any product available in the store catalog, not just a variant of the originally exchanged item.

If Backend Setting is Not Enabled

When an agent clicks “Edit Variant”, they will only be able to select from the available variants of the same product that the customer originally requested for exchange (e.g., different sizes or colors).

They will not have the option to swap the item for a completely different product from the store catalog.

If Backend Setting is Enabled

When the “Allow exchange with any product” setting is turned on in the backend, agents are not restricted to just the variants of the originally exchanged item.

Instead, they can select any product from the store catalog as the replacement, for example, swapping a Black Tee for a pair of Jeans rather than just another size or color of the same Tee.

Exchange Variant Change – Rules

If an exchange request is raised but no action has been taken (not accepted, no shipment created, no exchange confirmed), the agent should be able to change the exchanged item/variant if the customer requests it after the initial submission.

Scenario: A customer ordered a Black Tee Medium, and raises an exchange request for Red Tee Large.

Case 1 : No Action Taken Yet

• The request is raised but the agent has not accepted it, no shipment has been created, and no exchange order has been processed.
• The customer calls in and says, “Actually, I want a Jeans Size 34 instead of Red T Large.” 
  ? The agent can edit the request and change the exchange variant to Size XL.

Once the exchange has been initiated (by the agent) for the originally selected product, the agent will no longer be able to change the variant, even if they cancel that initiated exchange.

➝ Key point: All changes must be made before the exchange is actioned.

Case 2 : Exchange Already Initiated

• The request for Red T Large has already been accepted and the exchange order has been created in the system.

• The customer now asks for Jeans Size 34.

  ? At this point, the agent cannot change the variant

• To give Jeans Size 34, the agent would need to cancel the exchange order initiated or close the current exchange request and guide the customer to raise a new request.

Difference of amount :

When an exchange creates a price difference, the brand may charge the customer using COD or Prepaid. The available options depend on the store’s payment gateway integrations and the selections configured in RMS → Settings in Pragma.

Higher Value Exchange – How to Collect the Difference

When the customer chooses to exchange an item for another product of higher value, the brand needs to collect the difference in price. How this works depends on the payment method:

• COD :

  The process is simple, no extra payment link is needed. The delivery partner will collect the price difference directly from the customer at the time of delivery. The agent can create the exchange normally.

• Prepaid:

  In this case, the brand should generate a payment link from the Returns Dashboard in Pragma. Once the link is created, it can be shared with the customer so they can pay the difference upfront. Only after this payment is made should the exchange be processed further.
  

Lower Value Exchange – Example Breakdown

Scenario:

• Customer originally bought a T-Shirt worth ₹500.
• They placed an exchange request for another product worth ₹1500.
• While placing the request, the customer paid the difference of ₹1000 upfront through the payment gateway.

Customer changes mind later:

The customer now says they want to exchange the original T-Shirt for a new T-Shirt worth ₹200 (which is lower in value than the original ₹500 item).

Refund Handling in This Case

1. Refund from Pragma RMS Dashboard (₹300):
   • The system recognizes that the new product (₹200) is worth ₹300 less than the original base product (₹500).
   • The RMS dashboard will therefore show: “Refund Owed: ₹300”.
   • This ₹300 can be processed through the Pragma RMS dashboard directly.
2. Manual Refund Outside RMS (₹1000):
   • The extra ₹1000 that the customer had already paid for the earlier higher-value exchange (₹1500) is not tied to this new lower-value exchange.
   • Because this ₹1000 was collected upfront via the payment gateway, it cannot be auto-refunded by RMS.
   • The agent/brand must handle this ₹1000 refund manually outside the RMS system (e.g., through the payment gateway or bank transfer).
     
     

P.S : This setting can only be enabled from the backend.