Product Exchange FAQ

This FAQ document provides a comprehensive overview of the Product Exchange extension on the Fynd commerce, covering installation, configurations, process workflows, and troubleshooting.

1. Onboarding and Installation

Q1: How can I find and install the Product Exchange extension?

• Go to the Fynd Extension Marketplace, search for “Product Exchange,” and select it from the list.
• Click on "Install" and follow the prompts. The configuration screen will guide you through the initial setup.

Q2: What permissions are required to install and configure the Product Exchange extension?

• The extension requires Admin or Configuration-level permissions.
• If you encounter permission errors, verify that the user installing the extension has sufficient privileges or contact the company admin.

Q3: What should I expect to see on the configuration screen during initial setup?

• The configuration screen displays options for setting up return configuration, return reasons, credit note preferences, exchange preferences, and theme binding dependencies.
• If it's your first time, a "Verify" button will appear, which you need to click to confirm the initial exchange setup for a sales channel.

Q4: What steps should I take if the configuration screen doesn’t load after installation?

• Try refreshing the page. Verify that no firewall or network restrictions are blocking access to the extension.
• If the issue persists, clear the browser cache or contact support to ensure permissions and platform access settings are correct.

Q5: What permissions are required to install and configure the extension?

• Admin or configuration-level permissions are required to install and configure the Product Exchange extension. Without these permissions, setup may be limited or inaccessible.

Q6: Is it possible to reconfigure settings after the initial setup is complete?

• Yes, all configurations can be accessed and modified at any time from the Settings menu within the extension. This allows you to adjust exchange configurations, return reasons, credit note handling, and other options as business needs evolve.

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2. Return and Exchange Configuration

Q1: What return configurations are required for the Product Exchange extension to function?

• The extension requires active return configurations on sales channel based on either products or category, including valid return window. If return configurations are incomplete, exchange requests may be ineligible.

Q2: Why is return configuration necessary for the Product Exchange extension?

• Return configuration defines the conditions under which products are eligible for returns. The exchange can only be allowed on the products which have return enabled. Without these settings, the extension cannot validate or process exchanges, as it lacks information about eligible return reasons and associated policies.

Q3: How do I set up return eligibility for the Product Exchange extension?

• Go to the Return Configuration section within the extension Settings. Here, the products which are specify eligible for return can be configured for managed, return timeframes, and any other conditions required for an exchange. If return is managed on product level, for each product Exchange will also be enabled. In case, ensure these configurations align with your business policies on returns and exchanges.

Q4: Can exchange eligibility be customised based on product categories?

• Yes, exchange eligibility can be set up for specific product categories. In the configuration settings, select the categories you want to include or exclude from exchanges. This is particularly useful for items with unique return policies, such as “final sale” or “clearance” items. Please note that those categories should be eligible for return for that sales channel.

Q5: Are there any restrictions on initiating exchanges for products in specific categories?

• Yes, exchanges can be restricted based on product categories, such as non-returnable items, clearance items, or final sale items. These restrictions can be defined in the Return Configuration settings and help ensure compliance with store policies.

Q6: How do reasons affect the exchange process?

• Return reasons allow sellers to configure reasons for customers to select when raising a request for return. Similarly, exchange reasons allow the system to validate exchanges based on pre-set conditions, such as “defective,” “wrong item,” or “size mismatch.” Ensure the configured reasons align with the business's exchange policies.

Q7: Is it possible to select different reasons for returns and exchanges?

• Yes, the reasons configured under Exchange is a subset of the reasons configured under Returns. You can manage the return reasons based on the department, category etc. using Return Merchandise Authorisation (Sales Channel→Settings). The same set of reasons by default will be applicable for Exchange. You can manage exchange reasons by navigating to "Reasons Management " in the configuration settings.

Q8: How do I configure the reasons for exchanges?

• Return Merchandise Authorisation (RMA) helps you create rules in which you can decide the list of reasons and sub-reasons to ask the customer, along with a QC mechanism to follow. You can manage all the reasons on department, category etc. level. These reasons by default are eligible for Exchange. You can disable certain reasons for exchange by navigating to "Reasons Management " in the configuration settings.

Q9: What should I do if a return reason isn’t reflecting for an exchange?

• Check the return configuration settings to confirm the return reason is enabled. Additionally, verify eligibility settings since certain reasons may be restricted based on product type, condition, or order status.

Q10: Are there configurable timeframes for eligible exchanges?

• Yes, when return is configured on the product level and the return window is defined under each product. The same timeframe is eligible for the product to be exchangeable.

  In cases, where return is configured on the category level and the return window is defined under each category, you can configure the exchange window for each category differently. The exchange can only be valid until the return is eligible, Hence, Exchange timeframe will always be less than or equal to the timeframe for return. Once the timeframe is set, only orders within this period will be eligible for exchange requests.

Q11: What happens when an exchanged product is returned to the seller by the customer?

• An exchanged product can be returned by the customer in the same way as a return is initiated via storefront.

Q12: What will be the mode of refund when an exchanged product is returned by the customer?

• The customer for all the exchanged product is issued a credit note (store credits) as a refund mode which can be used by the customers for future purchases. In case a customer doesn’t require credit note, the seller can settle the customer offline and mark the same credit note utilised (Sales Channel → Settings → Credit Note → Transactions).

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3. Credit Note Configuration

Q1: Why is Credit Note required to be configured?

• A credit note is generated against each order exchanged as a reverse amount for the returned shipment and is used to offset the amount for the new shipment. For Exchange to work, the Credit Note is a must or else, Exchange extension will be disabled.

Q2: When is a credit note generated during the exchange process?

• A credit note is generated once the refund is processed for a returned shipment. When this happens, the extension offsets the issued credit note towards the new shipment (initiated for exchange). This helps in maintaining a balanced ledger for the seller.

Q3: How is the credit note amount calculated?

• The credit note amount equals the price paid (Effective Selling Price) for the original product. Additional charges, such as shipping, paid via customer is not issued a credit note. The same amount of the credit note is adjusted for the new shipment.

Q4: Can credit notes be applied partially if the exchange amount is higher?

• Yes, partial application is possible if configured. The system will apply available credit note, and any remaining balance will be charged to the customer while placing an exchange order.

Q5: What configurations are needed for credit note handling in exchanges?

• Access the “Credit Note Configuration” section under Sales Channel → Settings → Credit Note and set rules for credit note generation. Enable the Credit Notes for refund and eligible for POS, ECOMM channels. Set an expiry for a sales channel and save.

Q6: What will happen to the credit note amount if the new item for exchange is of lesser value?

• Credit notes are issued against the items returned in the process of Exchange. The same credit note is utilised against the new shipment. In case the new product is of lesser value than the previous value, the balance amount (Previous-New) is owed to the customer and customer can utilise that amount while making future purchases.

Q7: What if a customer wants to exchange an item for a higher-priced product and use a credit note for partial payment?

• This scenario is not supported. The customer will have only Prepaid modes such as UPI, Debit/Credit cards etc to pay for the new order.

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4a. Exchange Process and Workflow Guide

• Initiation: Customer submits an exchange request, selecting reasons and replacement options.
• Approval: The system or a designated staff member reviews the request to ensure eligibility and approves return shipment.
• Return Shipping: The DP is assigned for Return shipment.
• Quality Check: Once the item is returned, a quality check is conducted by DP (if opted) to confirm it meets return criteria.
• Replacement Item Dispatch: If approved, the replacement item is dispatched to the customer.
• Completion: Once the replacement is received by the customer, the exchange request is marked as complete.

Initiating an Exchange

Q1: How does a customer initiate an exchange request?

Customers can initiate an exchange request by logging into their account on the storefront and navigating to their order history. They can select the order, choose the shipment, and pick the specific item within the shipment they wish to exchange. After that, the customer is prompted for a four-step exchange process.

Q2: Can customers initiate exchanges for part of an order, or does it have to be for the entire order?

Yes, customers can initiate exchanges for individual items within an order. This flexibility allows customers to exchange one item without impacting the rest of the order. Each exchange request is processed individually based on product eligibility.

Q3: How does the customer know if a shipment is eligible for exchange?

A button labelled “EXCHANGE” is placed beside “RETURN” on the shipment tracking page, allowing the customer to initiate an exchange request. After that, the customer will select a product from the shipment and follow the steps to create an exchange request.

Q4: What are the steps for completing an exchange in-store versus online?

For in-store exchanges, customers bring the item directly, and store staff handle the exchange if the brand is using Store-OS. For online exchanges, customers initiate a return request through their account, with shipping or pickup options applying based on the configuration.

Q5: Can an exchange request be modified once initiated?

No. The exchange process creates both a return and forward shipment simultaneously. Modifications are not allowed once an exchange request has been raised. If further support is needed, customers can reach out to the seller for any custom requirements.

Quality Check and Approval Process

Q6: Is there a quality check requirement for exchanged items?

Yes, the quality check is an optional but recommended step. While configuring the return reasons, it is advisable to opt for Pre & Door Quality Check. This will prompt the customer to add an image when raising an exchange request and after the returned item is received. The image will be tagged along with the return request in the Order Management System (OMS), allowing the seller to validate the image before approving the exchange request. This step will also ensure that the delivery partner inspects the item to confirm it meets quality standards (e.g., unused, no damage). The quality check process can be defined in the exchange workflow settings.

Q7: Can the quality check step be skipped for certain products?

Yes, while configuring the return reason, you can opt-out of the Pre-Quality check for items that do not require a quality check when a customer selects that particular reason for exchanging the items. This could be done for low-cost items or specific product categories, streamlining the exchange process for certain items.

Q8: What happens if the item fails the quality check?

If the item does not pass the quality check, the exchange request will be denied. The customer is notified, and both the return and new shipments will be cancelled.

Payment and Pricing Adjustments

Q9: How is the price difference handled if the replacement item is priced higher than the original item?

If the replacement item is more expensive, the customer may need to pay the difference. The extension supports a payment link feature, which allows customers to complete payment for the difference before the exchange request is processed.

Q10: What if the replacement item is priced lower than the original item?

If the replacement item is cheaper, a credit note is generated for the difference, allowing the customer to apply the credit to future purchases or request a refund, depending on the configuration settings.

Q11: Can discount codes be applied to exchanged items?

No, discount codes and promotions cannot be applied to replacement items. However, a selling price discount, which is set by default when creating a product, can be applied. The Effective Selling Price is used to calculate the new order value.

4b. Step-by-Step Workflow Guide: How Product Exchange Works

Step 1: User Initiates Exchange

• The user begins the exchange process by clicking the Exchange CTA (Call to Action) button available under My Orders in their account. This action signals the system that the customer wants to exchange an item from their recent order.

Step 2: Popup Display

• After clicking the Exchange button, a Modal Popup appears on the screen. This popup guides the user through the exchange process, ensuring they complete each required step. A user selects an item for exchange from shipment and click Continue.

Step 3: Select Exchange Reasons

• The system retrieves a list of Exchange Reasons configured in the extension based on the department and category. The reasons also manages if an image upload of the original product is required or not
• The user is prompted to Select a Reason for the exchange from the list provided. This selection helps the business understand why the exchange is being requested and ensures that the reason aligns with return and exchange policies.
• If required, the user can Upload an Image of the original product (e.g., in case of defects) to support the exchange request. This can be a helpful step for quality verification and can be enabled in the RMA using the Pre & Door Quality Check selected for the reasons.

Step 4: Confirm Delivery and Pickup Address

• The system then prompts the user to Confirm Delivery and Pickup Address.
  • Delivery Address: Where the replacement item will be shipped.
  • Pickup Address: The location where the original item will be collected, if applicable.
• The system uses Fynd commerce Serviceability checks to verify whether the entered addresses are eligible for pickup and delivery, based on service area limitations.
• Both Delivery and Pickup address can be different if configured by the seller.

Step 5: Select Replacement Product (Size, Variant) and Upload Image

• The user selects the Replacement Product, including size, variant, or any other specifications. This selection happens on the Product Detail Page (PDP), where they can view available options.
• The seller has option to show products eligible products based on only size or both size & variant. In case the seller chooses the second option, the seller can also set in case the variant to be shown to the customer should be of same value or percentage difference.

Step 6: Review Screen

• A Review Screen appears to summarize the exchange request. The review includes:
  • The selected exchange reason.
  • The delivery and pickup addresses.
  • The replacement product details.
  • Any applicable charges or adjustments like Exchange shipping charges are calculated on this step.
• The customer is displayed the entire cart breakup following which there could be 3 following scenarios
  • The net pay is zero where the new product value is equal to the previous product value and no extra charges are configured by the seller. After confirmation, the exchange request is placed successfully. A new order is placed for the customer and the return of previous shipment is initiated.
  • The customer has to pay extra amount due to either new product value being greater than previous product or in cases of extra charges such as shipping charges configured by the seller.
    • The customer pays the remaining amount using only Prepaid Mode’s. The payment modes shown are the same as configured for Payment Link for POS. After confirmation, the request is placed successfully.
    • A new order with the entire amount is placed for the customer and the return of previous shipment is initiated.
  • The customer has to be refunded some amount in cases where the new product is of lesser absolute value than the previous ordered product.
    • The customer is shown in the breakup in case the seller owes the amount for refund.
    • The customer is informed that the refunded amount will be available as credit note (store credits) which can be utilised for next purchases.

Step 7: Exchange Completion

• After all required actions are completed, the exchange request is submitted.
  • The return is initiated and the seller is prompted in the OMS.
  • In case, the return is not auto-approved, the seller is required to confirm the return request post verification.
  • In case, the return request is cancelled, the exchange request is also cancelled automatically by the system. If extra pay has been taken by the seller against the new order, a refund in the source is triggered automatically.
  • Post return approval, the return is scheduled to be picked for which a Delivery Partner is assigned.
  • Once the return is picked and validated by Delivery Partner (In case of QC enabled) a refund is generated in form of Credit Note against the returned shipment.
  • In case, DP rejects the QC, the return request is cancelled and the forward shipment is also cancelled.

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5. Notifications and Alerts

Q1: How are customers informed about exchange status changes?

The extension provides automated email notifications at each stage of the process, including:

• Exchange request initiated.
• Exchange request confirmed when the return request is accepted.
• Dispatch notification for the replacement item.
• Completion of the exchange.

Q2: Can I configure customer notifications for exchanges?

Yes, customer notifications can be customised in the Notification Settings section. Here, you can create or edit message templates for different stages of the exchange process, such as:

• When an exchange request is received.
• When an exchange is confirmed.
• When an exchange shipment is in transit.
• When an exchange item is shipped or delivered.

Q3: Can we customise the notifications sent during the exchange process?

Yes, you can fully customise notification templates in the Email section. This allows tailoring messages based on the brand's voice, customer segments, and stage-specific details.

Q4: Can customers track the status of their exchange request?

Yes, customers can track the status of their exchange request through their "My Account" dashboard, where updates on approval, shipping, and delivery are displayed.

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6. Order Management and Integration with Fynd Commerce

Q1: How does the extension integrate with Fynd’s order management system?

• The extension uses Fynd’s order management API to retrieve order details, check return status, and track exchange requests accurately.

Q2: Are there prerequisites for orders to be eligible for exchange?

• Orders must be in a “Delivered” status, with eligible return window and policies in place. Additionally, exchange eligibility may be time-limited (i.e. it may be shorter than the return window).

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7. Troubleshooting Common Issues

Q1: Why am I seeing an error message when configuring the extension?

Error messages often indicate missing configurations or insufficient permissions. Check all necessary configurations, permissions, and restart the extension if required.

Q2: What should I do if the exchange button isn’t appearing on eligible orders?

Confirm that return reasons and eligibility are set correctly and that the order status aligns with exchange criteria. Also, check if the theme binding is enabled on the shipment status page, which powers the button to be enabled. Check if the products are still returnable and exchangeable.

Q3: What should I do if my customers are not able to see the proper reasons to select for Exchange?

Confirm if the return reasons are enabled from the Return Merchandising Authorisation settings on the platform. Also, confirm if all the return reasons are listed under the correct rule ID in the Reasons Management section of the extension. Check if the given product under a particular department and category has the relevant return reasons enabled.

Q4: Why are my customers unable to select a particular address for their Exchange pick-up?

Whenever a pick-up request is being raised, the system checks for serviceability from the store location to the customer’s pick-up location. In case the delivery partner is unavailable, the area becomes non-serviceable.

Q5: Why is my customer unable to see any variants or available size of the product?

Check if the product being exchanged has any other size or variant available in the inventory. While selecting a new product, we also restrict the customer from selecting the already purchased product to minimise abuse of the feature. For one-size products with no other variants available, the customer is expected to return the item.

Q6: Is the customer allowed to change the pick-up address for initiating a return against an Exchange?

Yes, the customer can change the pick-up location. This is controlled by the seller, who determines whether the option to change the pick-up address is allowed. The new address must be serviceable for the exchange request to be submitted.

Q7: What if the customer’s new pick-up location/delivery location is non-serviceable?

If the location is non-serviceable, meaning no delivery partner is available to fulfil the request, the customer cannot raise a request for exchange.

Q8: My customer is unable to click the confirm button while raising an exchange request?

In rare cases, the system might not respond, causing no activity to be observed on the storefront. In such cases, the issue must be raised with the Fynd Commerce support team.

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8. Error Handling and Logs

Q1: How do I access logs for troubleshooting exchange issues?

• Logs are available within the extension’s settings. These logs track exchange, credit note, and configuration errors, assisting with troubleshooting.

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9. Dependencies and Feature Interactions

Q1: How does the extension depend on Return Configuration, Return Reasons, and Credit Note configurations?

• The extension relies on these configurations to validate return reasons, issue credit notes, and manage exchange eligibility. Missing configurations can disrupt exchanges.

Q2: Are there platform updates that could affect the extension’s functionality?

• Yes, periodic platform updates may impact the extension’s performance or compatibility. Ensure the extension is updated to align with platform updates.

Q3: The extension seems not working correctly with my Fynd commerce version?

• The extension is compatible with FP v2.2 onwards. Ensure the extension is updated to align with platform updates.