Published at: 2026-10-12
Request returns and exchanges
Create a return order or exchange request from the original sales order, then track approval, refund, and reshipment.
Overview
Use the original sales order to create a return. For an exchange, choose the Record Type provided by the company. Upstream approval may be required before a refund or replacement is completed.
Before you begin
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Role and permission: Use an enabled ordering account.
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Prerequisites: The upstream enterprise has opened the mall and configured sellable products.
Steps
Returns and exchanges
Return:
- Open the original sales order and choose to create a return order.
- Verify the return account, select return products, and enter the quantity and reason.
- Submit the return order. If an approval process exists, track the approval status in the details.
- If you need to stop the request and it is still cancellable, cancel the request.
- After the return is complete, view the related refund document and refund progress.
If the return is related to a sales order, the return order appears under that order. Click it to view details.
A return order can generate a refund document in one click, and the refund appears under the related sales order.
Fill in the basic refund document information:
You can view it under the related sales order:
Exchange:
- Select the exchange Record Type provided by the company and create an exchange request.
- Enter the exchanged-out products, quantity, and reason, then submit.
- Wait for manufacturer approval and complete exchanged-in products or a reshipment plan.
- Track approval, return, and reshipment progress in the request details.
Expected results
- You can view related return or exchange records under the original order.
- Products, quantities, reasons, and approval status match the request. When a refund occurs, you can view the related refund document.