You can convert an exchange request into a refund if you prefer to repay the customer instead of sending a new item.
This is useful if:
The new item is out of stock
The customer changes their mind
You and the customer agree on a refund instead
When should this article be used?
This article is relevant if you:
Want to refund a customer instead of sending an exchange item
Need to change an exchange request before approval
Are unsure how to issue a refund from an exchange request
Want to charge or waive a return fee when converting
Important
You can only turn an exchange into a refund while the order is pending approval.
If the exchange has already been approved or processed, the option may no longer be available.
How to convert an exchange into a refund
Go to the Returbo app
Open the exchange request that is pending approval
Click the three dots (⋯) next to the product
Select Issue a refund instead
You will then:
Write the reason for changing the exchange to a refund
(Optional) Choose whether the customer should pay a return fee
Click Confirm your decision
The customer will now receive a refund instead of a new item.
What happens after confirming?
The exchange is cancelled
A refund is initiated instead
The customer is notified
The request type is updated accordingly
Summary
If an exchange request is still pending approval, you can convert it into a refund directly from the request.
This allows you to:
Avoid shipping a new item
Repay the customer quickly
Adjust return fees if needed