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Offer an exchange instead of a refund

Use this when a shopper should be able to swap the item rather than only send it back for money.

Steps​

  1. On the claim form, allow an exchange as a resolution.
  2. Decide whether the form starts with an order lookup or a claim with no order.
  3. Place a test order and file a claim as the shopper. Choose the exchange.
  4. In the admin, open the claim and place the new order for the products on it.
  5. Email the shopper from the claim so the decision stays with the request.
  6. If they have an account, ask them to open it and confirm they can see the claim.