Processing a Return Request for an Exchanged Product (when allowed only one time)

Use Case

If a brand allows customers to create only one return/exchange request per order (as per the settings), but a customer reaches out asking to return a product they already exchanged, the agent can manually create a new return request by following the steps below.

Steps to Follow

1. Locate the Exchange Order

   • Identify the Order ID of the newly created exchange order that was generated from the customer’s initial order.

   • Go to the RMS (Return Management System) section.
     

2. Create a New Request

   • Click “Create Request” and search using the Exchange Order ID.
     

   • This is necessary because if you try to use the original order ID, the system will show that a return/exchange request already exists for that order.

   • By selecting the exchange order ID, you’ll be able to create a second request for the same product flow.
     

3. Select the Action Type

   • Choose “Refund” as the action.
     

   • Since this is an exchange order created with ₹1 payment, the “Refund to Source” option will not be available.

   • Instead, select “Gift Card” as the refund method and create the request.

4. Initiate Shipment

   • Go back to the RMS section and open the newly created request.

   • Initiate the shipment pickup to collect the product from the customer before processing the refund.

5. Process the Refund

   • Once the product is received at your warehouse, click “Initiate Refund.”

   • The system will show only ₹1 as the refundable amount.

   • Edit the refund amount manually to reflect the actual value that needs to be refunded.

   • You can then process the refund through Bank Transfer, Coupon, or Gift Card, depending on the customer’s preference & your brand's setting.
     

   • Be sure to confirm the preferred method with the customer, since this request was manually created by the brand’s agent.

Important Note

This process ensures that the customer’s second return (for an exchanged product) is handled smoothly without violating the “one request per order” rule.