Process to exchange a product in an order

[BernardWyatt]

Evening.

We have recently changed to Prestashop and we love the stability and versatility of the product. Well done.

 

I am faced with the following situation that I don’t seem to be able to resolve or find a solution for while searching the forum or the web.

 

We sell clothing items and occasional a customer will order a size that is incorrect when the garment arrives. We allow the product to be exchanged for the correct size with certain criteria. Eg It should not have been used etc.

 

I see the steps to follow for a product that is returned under the Merchandise Return option but this assumes that the customer will be refunded or a voucher will be generate for future purchases.

 

In this case we will get the size Large back and the customer will be sent the size Medium. We need to return to stock the Large and remove the Medium.

 

I am looking for the easiest way to get this work flow.

 

Kind regards

Bernard

South Africa

 

[Bill Dalton]

I edited the bank wire transfer module, basically just changed the words bank wire to "Exchange". I set it up only to show in the back office.

 

To handle an exchange we use the built in partial refund and that creates a credit slip in the customer account.

 

We then create a new order and create a new voucher for the amount of the exchange. You can create a discount voucher on the fly in backoffice while you create a new order. We name the voucher Credit Slip # (the same number as the credit slip created for the return)

 

If it creates a zero balance we simply choose "Exchange" as payment. The customer receives a regular "thank you for your order email" but the payment is "Exchange" and the amount is zero.

 

If the customer wants to add additional items then the credit is applied as a new voucher and the balance is charged VIA the payment choice of the customer.

[David C]

I have been reading the forum to see what is the best process for product exchanges.  We also sell clothing and the need for this is quite frequent actually.

 

I like the way Bill below has mapped out his exchange process.  Makes sense and no additional modules needed. 

 

But I have another exchange case:  Exchange for gift recipients

 

Half of our orders are gifts and are sent to friends or relatives.  These recipients would contact us and like to exchange for a different size for example.  Since they did not place the original order and don't have an account, what would my process be?

 

I ask them to send the item back and process it as a return and generate a credit slip/voucher but that credit is on the original buyer's account.  Can I create a new account for the gift recipient and apply that return credit to this new account so I can create a new order for the gift recipient? 

 

Has anyone encounter this case and have a process/solution?

Thanks in advance,

David