---
title: Returns and exchanges
slug: commerce-connect-15/docs/returns-and-exchanges
docTags: 
createdAt: 2026-07-30T20:34:44.000Z
---

:::hint{type="info"}
**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\:fuU1WE8GzvGBUaJx9sfSh) page, and how to process exchange orders.

## Returns

### Process an order return and refund

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

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. Or, click the item's context menu, then **Create Return**.

![Screenshot of the item context menu with Create Return highlighted, where the user initiates a return.](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/2UHTCZgFa_M-gbduPPxsj-20260723-164621.png)

5. Click **Create Return**. A window displays, prompting you to choose a **Return Quantity**, Return Reason, and optional text comment for each item.

![](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/5k12RMnO51vRWFQZ3nx33_688160b561a07bf013eccd526c85f196bf229055262cfb0f89046c6134a6fb8e-image.png)

6. Click **Create**. A page displays with the return information.
7. If everything is correct, click **Acknowledge Receipt Items**.

![](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/uze1XdL2kzCJqM2ei_imF_7b7fc5a2c874c1eb9c048bdef610217e3979ea9ba8d3b072e497c8d051be0537-image.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, adjust the refund amount, but it cannot exceed the original charge.

![](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/pA1bXeff1F3XilqnaDwZL_d0ced677a00a9830c8c1081780e68689d72362869ae3fa45d029e58efafbfed7-image.png)

### View order returns

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

![](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/hPFbrmg3HNrO7DZ0oADst_1e0468571a42d624713b7208e765ebe914f00acd8b40ef422e60b78151f61e39-image.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 and 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**.

## Exchanges

### Process an exchange order

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 and wants to exchange it for another version of the same jacket. Or, a customer returns a jacket worth $50, wants 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 can complete the transaction.

The status of an exchange order is **Awaiting Exchange**. When you complete the return, the status changes to **In Progress**.

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

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 receives 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 **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.

![](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/QRO-vm4n3ptI6AzoJL_K-_36f1cba5be058b4659e2c89658fab574824dc2660b3e6f64af490bfe8a717de8-image.png)

20. Click **OK**.

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

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 receives 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 **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.
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 (**...**).

![](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/7H3qGVK1QhOIOI33l4Tq2_6b951a8a4acd918b36ef694a99feebe8a66e253d122c350d5fbc21ee78f21c0f-image.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**.

![](https://api.archbee.com/api/optimize/BrbvVORKJ5iIeSMZye5kI/E_hNfPHGbYKErVzFHqEMc_11bc53b67962e0f2e0b2d50903f356014e66904c1397c8ece39acb2efc5452aa-image.png)