Exchange a product

To exchange a product for any reason in Edit Order, you will be essentially removing the original (incorrect or unwanted) line item from the order and adding the correct product as a new line item to the order. Follow the steps below for a step by step guide on how to exchange a product.

First, select the order you want to modify, go to the More Actions menu and click Edit Order. Then:

1. Add new product

Search and select the new item you would like to add to the order.

2. Remove existing product

To complete the exchange, remove the product that you want to replace by clicking on the red “X”  to the right of the product

Click Save in the top right to update the order.

Once you click Save, the original order will be marked as canceled, the item you exchanged will be returned to inventory, and a new order will be created.

3. Collecting payment for an exchange

  • If your exchanged item is the exact same amount as the returned item, the customer would not be charged again nor would they receive a refund.
  • If your exchanged item is less than the amount of the returned item, Edit Order will automatically refund the difference to your customer through the customer's original order.
  • If your exchanged item is greater than the amount of the returned item, you can send out an invoice using our Payment Request feature to collect the amount owed.

For more information, please see our documentation on: How Edit Order handles order totals after editing

Here is a video walkthrough on Exchanging a product:

Questions? We'd love to hear from you! Email us at: