Returns On Exchanges

overview this document explains how returns are handled for standard exchanges , and why it’s important to process these returns through the refundid portal standard exchange orders retain a value, but unlike regular orders, they do not have a payment method attached this distinction is critical when handling refunds how returns work for standard exchanges because standard exchange orders retain value, most resolutions are straightforward store credit the value of the return is passed directly to a gift card or store credit exchange the value of the return is passed to a new exchange order in both cases, no cash movement is required, as the value is simply transferred from one entity to another refunds on standard exchanges refunds are more complex and require special handling although standard exchange orders have a value, they do not hold any actual funds the funds still exist on the original order , not the exchange order this means refunding an exchange order directly will not send money back to the customer there is no payment method on the exchange order to refund against when a customer lodges a return for a refund on a standard exchange and the return is approved in the refundid portal, refundid will automatically issue the refund against the original order , where the funds actually exist when processing a refund of an exchange order, the processing pop up will show the original order's payment method, as the exchange order's payment method is just manual important processing requirements it is extremely important that refunds for standard exchanges are processed within the refundid portal if a refund is issued directly in shopify refundid will not be aware of the refund the refund will not be applied correctly to the original order the customer may not receive their funds by processing the refund through refundid, the system knows which order holds the original funds where the refund should be issued how to correctly reconcile the return