---
title: Returns and exchanges
slug: commerce-connect-14/docs/returns-and-exchanges
docTags: 
createdAt: 2026-07-20T15:45:14.495Z
---

:::hint{type="success"}
**Note**

In roadmap communications, Order Management is referred to as the CSR Portal.
:::

This topic describes how to view, process, and cancel order returns on the [Order Management](docId\:ZyNs7xLEQoNkt3EuOkBI3) page, and how to process exchange orders.

## View order returns

To view returns on the **Order Management** page, click **Orders** > select a **Completed** purchase order > **Return & Exchange**. Returns made against the order display. Click a return then **View** on the context menu to see its details.

![Order-returns-1.png](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/7ntkH1kYq64kmjWTOY1g1-20260720-150056.png)

## Process an order return and refund

:::hint{type="info"}
**Note**

**Prerequisite:** The item's shipment status is **shipped**.
:::

To return one or more order items:

1. Select **Orders** from the **Order Management** page.
2. Select the order whose items you want to return.
3. Open the **Form Details** tab.
4. Select the items you want to return.

   ![Order-returns-2.png](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/gRAunqXyE3xkb7h1z8UkV-20260720-150056.png)

   :::hint{type="info"}
   **Note**

   You can also click the item's context menu then **Create Return**.
   :::
5. Click **Create Return**. A window displays, prompting you to choose a **Return Quantity**, Return Reason, and optional text comment for each item.

   ![Order-returns-3.png](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/gPyHYuL7q5XQCWiGWSU4q-20260720-150056.png)
6. Click **Create**. A new page displays with the return information.
7. If everything is correct, click **Acknowledge Receipt Items**.

   ![Order-returns-4.png](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/C5XvH4R4HJmZGIfsFnZWi-20260720-150056.png)
8. Click **Complete Return**. The **Create Refund** page displays.
9. Verify that the refund amount is correct, select a payment method and click **OK**. If necessary, you can adjust the refund amount but it cannot exceed the original charge.

   ![Order-returns-5.png](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/Dgi3bK2CdnvgvAdmkzsGo-20260720-150056.png)

## Cancel an order return

1. Select **Orders** from the **Order Management** page.
2. Select the order whose returned items you want to cancel.
3. Open the **Return & Exchange** tab.
4. Select the order whose return you want to cancel. To view the items being returned, open the option menu (...) and choose **View**.
5. Click **Cancel Return**.

## Process an exchange order

You can create an exchange order if a customer wants to receive the same item or a different item as full or partial compensation for a return. For example, a customer returns a jacket worth $50 because it has a broken zipper. He wants to exchange it for another version of the same jacket. Or, a customer returns a jacket worth $50. He wants to exchange it for a shirt worth $25 and a refund of $25.

- If the amount of the exchanged items is *less than* the original order, the customer receives a refund using the original order's payment method.
- If the amount of the exchanged items is *greater than* the original order, the customer is charged the additional amount using the original order's payment method.

The **Order Management** page calculates the refund amount (if any). If the CSR changes the refund amount, a warning displays but the CSR is allowed to complete the transaction.

### Create an exchange order

The status of a new exchange order is **Awaiting Exchange**. When you complete the return, the status changes to **In Progress**. There are two procedures for creating an exchange order.

- Use [Scenario 1](docId\:Rix_pY6QLX4uX87ApPxDL) if you have already received the returned items.
- Use the [Scenario 2](docId\:Rix_pY6QLX4uX87ApPxDL) if you have not yet received the returns.

### Create an exchange order if you received the returned items

![exchangescenario1.png](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/Nbw6gVBpcOLnoQDiCYMhd-20260720-150056.png)

1. Select a **Completed** order and click the **Form Details** tab.
2. Under **Line Items,** select items that you want to exchange.
3. Click **Create Return**.
4. Select the **Return Quantity** if necessary.
5. Submit a Return Reason and an optional comment.
6. Click **Create**.
7. Click **Acknowledge Receipt Items**.
8. Click **Create Exchange**. The **Prepare Order** page displays.
9. Under **Shipments**, select the shipment and choose **Edit** from the context menu.
10. Enter the customer's shipping address and shipping method then click **Save**.
11. Click **Add Line Items.**
12. Add the items, quantity, and price that the customer will receive as an exchange for the returned items.
13. Click **Add Line Item**.
14. Click **Create Order**. An exchange order is created. Its number begins with an **EO**.
15. Click **Go to original order**.
16. Click the **Return & Exchange** tab.
17. Select the return order and click **View** on the context menu.
18. Click **Complete Return**.
19. If necessary, modify the refund amount.

    ![Image: Create Refund](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/KUMoKrEQQdvB4b-iZkfdG-20260720-150056.png "Image: Create Refund")
20. Click **OK**.

### Create an exchange order if you have not yet received the returned items

![Exchange Scenario 2](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/LqG9OXowmPIfdVOPLbwVZ-20260720-150056.png "Exchange Scenario 2")

1. Select a **Completed** order and click the **Form Details** tab.
2. Under **Line Items,** select items that you want to exchange.
3. Click **Create Return**.
4. Select the **Return Quantity** if necessary.
5. Submit a Return Reason and an optional comment.
6. Click **Create**. The **Return Details** page displays.
7. Click **Create Exchange**.
8. On the **Prepare Order** page, under **Shipments**, select the shipment and choose **Edit** from the context menu.
9. Enter the customer's shipping address and shipping method then click **Save**.
10. Click **Add Line Items.**
11. Add the items, quantity, and price that the customer will receive as an exchange for the returned items.
12. Click **Add Line Item**.
13. Click **Create Order**. An exchange order is created. Its number begins with an **EO**.
14. When you receive the returned items, open the original order.
15. Click the **Return & Exchange** tab.
16. Select the return order.
17. Click **Acknowledge Receipt Items**.
18. On the **Order Details** page, select the return order and click **View** from the context menu.
19. Click **Complete Return**.
20. If necessary, modify the refund amount.

    ![Image: Create Refund](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/KUMoKrEQQdvB4b-iZkfdG-20260720-150056.png "Image: Create Refund")
21. Click **OK**.

### View an exchange order

1. From the **Order Management** page, click **Orders** and select the original order.
2. Click the **Return & Exchange** tab.
3. Select the returned item.
4. Select **View** from the option menu (...).

   ![Order-returns-8.png](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/VZx7mWAHhOIDdfOlUfGlU-20260720-150056.png)
5. Click **View Exchange**. On the **Summary** tab, in the top left, the exchange order number displays in the **Order Number** field.

### View an exchange order's parent order

1. From the **Order Management** page, click **Orders** and select the exchange order. The **Order Details** page displays.
2. Click **Go to original order**.

   ![Image: Go to original order](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/IwKaMnZxYOV94Sj16bGx9-20260720-150057.png "Image: Go to original order")