Exchange statuses

Complete Status Reference

Exchange requests can have the following statuses throughout their lifecycle:

1. 1Pending Approval - New exchange request awaiting merchant review
2. 2Approved - Merchant has approved the exchange request
3. 3Received - Merchant has received the returned item from customer
4. 4Restocked - Merchant has restocked the item to warehouse inventory
5. 5Merchant Shipped the Exchange - Exchange order created and shipped to customer
6. 6Resolved - Exchange request completed successfully
7. 7Rejected - Exchange request denied by merchant

Status: Pending Approval

Every new exchange request will be assigned this status when submitted by a customer. This is the initial status for all exchange requests.

• Definition: New exchange request awaiting merchant review and decision
• How it's triggered: Customer submits exchange request through return portal
• What it means: Request is in queue waiting for merchant action
• Customer expectation: Waiting for merchant to review and respond
• Merchant action required: Review and approve or reject the request
• Typical duration: Should be reviewed within 24-48 hours

Required Actions for Pending Approval

When an exchange request is in "Pending Approval" status, merchants need to take action.

1. 1Review the exchange request details:
2. 2 • Check customer information
3. 3 • Verify original items and order details
4. 4 • Review requested replacement items
5. 5 • Check price difference calculations
6. 6 • Read customer's reason for exchange
7. 7Verify eligibility:
8. 8 • Confirm items are within exchange window
9. 9 • Check exchange policy compliance
10. 10 • Verify replacement items are in stock
11. 11 • Ensure customer account is in good standing
12. 12Make a decision:
13. 13 • Approve the exchange request, OR
14. 14 • Reject the exchange request
15. 15Status will change to:
16. 16 • "Approved" if you approve, OR
17. 17 • "Rejected" if you reject

Best Practices for Pending Requests

Respond within 24-48 hours for best customer experience

• Set up notifications to alert when new requests arrive
• Review requests in the order received (FIFO)
• Check inventory availability before approving
• Communicate clearly if more information is needed
• Enable auto-approval for trusted customers (if available)

Status: Approved

This exchange request has been approved by the merchant. The customer is now authorized to ship the original item back.

• Definition: Merchant has accepted the exchange request
• How it's triggered: Merchant clicks "Approve" button
• What it means: Exchange is authorized to proceed
• Customer expectation: Can now ship item back, awaits further instructions
• Merchant action required: Wait for customer to ship item, then mark as received
• Automatic notifications: Customer receives approval email (if enabled)

What Happens After Approval

Once an exchange is approved, several things occur automatically and manually.

1. 1Automatic actions:
2. 2 • Status changes to "Approved"
3. 3 • Customer receives approval notification email
4. 4 • Return shipping label may be generated (if configured)
5. 5 • Timeline is updated with approval event
6. 6Customer next steps:
7. 7 • Customer ships the original item back
8. 8 • May receive return shipping label
9. 9 • Provides tracking information (if available)
10. 10Merchant next steps:
11. 11 • Wait for item to be shipped and received
12. 12 • Track shipment (if tracking provided)
13. 13 • Prepare replacement item for fulfillment
14. 14 • When item arrives, mark as "Received"

Expected Timeline for Approved Status

Key points to understand:

• Approval to customer shipment: 1-3 days (customer action)
• Shipping in transit: 3-7 days (shipping time)
• Total time in Approved status: 4-10 days typically
• Merchant should follow up if no shipment after 5 days
• Customer communication important during this phase

Status: Received

The merchant has received the returned item from the customer. This status confirms the physical return has arrived.

• Definition: Returned item physically received by merchant
• How it's triggered: Merchant clicks "Mark as Received" button
• What it means: Item is in merchant's possession for inspection
• Customer expectation: Item received, exchange item will be shipped soon
• Merchant action required: Inspect item, optionally mark as restocked, create exchange order
• Automatic notifications: Customer receives receipt confirmation (if enabled)

Required Actions for Received Status

When you mark an exchange as "Received", you should inspect the item and prepare for the next steps.

1. 1Inspect the returned item:
2. 2 • Verify it matches the approved exchange
3. 3 • Check condition (new, used, damaged)
4. 4 • Ensure all components are included
5. 5 • Document any issues with photos
6. 6Decide on item disposition:
7. 7 • If suitable for resale: Mark as "Restocked"
8. 8 • If damaged/used: Do not restock, note condition
9. 9 • Add notes to exchange request about item condition
10. 10Proceed with exchange:
11. 11 • Create exchange order for replacement item
12. 12 • Process any price difference (payment or refund)
13. 13 • Prepare to ship replacement item

Expected Timeline for Received Status

Key points to understand:

• Item inspection: Same day or within 24 hours
• Create exchange order: 1-2 days after inspection
• Total time in Received status: 1-3 days typically
• Move quickly to maintain customer satisfaction
• Communicate any delays or issues promptly

Status: Restocked

The merchant has restocked the returned item to warehouse inventory. This is an optional status that helps track inventory management.

• Definition: Returned item added back to available inventory
• How it's triggered: Merchant clicks "Mark as Restocked" button
• What it means: Item is suitable for resale and back in stock
• Customer impact: None - this is an internal tracking status
• Merchant benefit: Helps track inventory and restocking rates
• Note: This status is separate and does not affect exchange process flow

When to Use Restocked Status

Marking items as restocked is optional but recommended for inventory management.

1. 1Mark as restocked when:
2. 2 • Item is in new or like-new condition
3. 3 • Item is suitable for resale
4. 4 • All components and packaging are intact
5. 5 • Item meets quality standards
6. 6 • Item is added back to available inventory
7. 7Do NOT mark as restocked when:
8. 8 • Item shows signs of wear or use
9. 9 • Item is damaged or defective
10. 10 • Packaging is missing or damaged
11. 11 • Item will be disposed of or liquidated
12. 12Benefits of using this status:
13. 13 • Track percentage of items restocked vs. discarded
14. 14 • Measure exchange quality and customer behavior
15. 15 • Improve inventory accuracy
16. 16 • Identify problematic products
17. 17 • Generate restocking reports

Restocked Does Not Affect Exchange Flow

The "Restocked" status is informational only and does not block or affect the exchange processing workflow.

1. 1You can proceed with exchange order creation whether or not you mark items as restocked
2. 2Restocking is for internal inventory tracking
3. 3Exchange can be completed without marking items restocked
4. 4Use restocking status for your own business analytics
5. 5Customer does not see or interact with restocked status

Status: Merchant Shipped the Exchange

After the merchant receives the item, they create an exchange order and ship the replacement item to the customer. This status is set automatically.

• Definition: Replacement item has been shipped to customer
• How it's triggered: Automatically when exchange order is created
• What it means: Customer will receive replacement item soon
• Customer expectation: Tracking replacement shipment, awaiting delivery
• Merchant action required: Monitor delivery, prepare to resolve when delivered
• Automatic notifications: Customer receives shipping confirmation with tracking

How Exchange Order Creation Triggers This Status

Creating an exchange order automatically updates the status to "Merchant Shipped the Exchange".

1. 1Merchant creates exchange order:
2. 2 • Chooses exchange order creation method
3. 3 • System creates order in Shopify
4. 4 • Order shows price difference (if applicable)
5. 5 • Exchange order card appears in request details
6. 6Order processing in Shopify:
7. 7 • Exchange order appears in Shopify admin
8. 8 • Contains note: "Create exchange order from order #[original]"
9. 9 • Tagged: "Exchange order from #[original]"
10. 10 • Ready for fulfillment
11. 11Merchant fulfills order:
12. 12 • Pick and pack replacement item(s)
13. 13 • Generate shipping label
14. 14 • Add tracking information
15. 15 • Ship package
16. 16Status automatically updates:
17. 17 • Changes to "Merchant Shipped the Exchange"
18. 18 • Customer receives shipment notification
19. 19 • Timeline updated with shipping details

Exchange Order Details

The exchange order created in Shopify contains important reference information.

1. 1View exchange order in Returndotai:
2. 2 • Exchange order card in request details
3. 3 • Click to view order in Shopify admin
4. 4 • Shows price difference amount
5. 5 • Links to Shopify order page
6. 6View exchange order in Shopify:
7. 7 • Navigate to Shopify admin > Orders
8. 8 • Find order with exchange tag
9. 9 • Note shows: "Create exchange order from order #[original]"
10. 10 • Tag shows: "Exchange order from #[original]"
11. 11 • Contains replacement item(s)
12. 12 • Shows price difference in order total

Expected Timeline for Shipped Status

Key points to understand:

• Order creation to fulfillment: 1-2 days
• Shipping in transit: 3-7 days
• Total time in Shipped status: 4-9 days typically
• Provide tracking to customer for visibility
• Monitor delivery to know when to resolve

Status: Resolved

The exchange request has been completed successfully. This is the final status for successful exchanges.

• Definition: Exchange completed, all steps finished
• How it's triggered: Merchant clicks "Resolve" button
• What it means: Exchange is complete, no further action needed
• Customer expectation: Received replacement item, exchange complete
• Merchant action required: None - exchange is closed
• Automatic notifications: Customer receives completion confirmation (if enabled)

When to Resolve an Exchange

Only resolve an exchange after confirming all steps are complete.

1. 1Verify all conditions are met:
2. 2 ✓ Customer received original item
3. 3 ✓ Item was inspected
4. 4 ✓ Exchange order was created
5. 5 ✓ Replacement item was shipped
6. 6 ✓ Customer received replacement item (or tracking shows delivered)
7. 7 ✓ Price difference was handled (payment or refund)
8. 8 ✓ No pending issues or questions
9. 9Click "Resolve" button:
10. 10 • Opens resolution confirmation
11. 11 • Optionally add final notes
12. 12 • Confirm resolution
13. 13After resolution:
14. 14 • Status changes to "Resolved"
15. 15 • Exchange moves to completed section
16. 16 • Customer receives completion notification
17. 17 • All data preserved for records
18. 18 • Cannot be reopened (contact support if needed)

Benefits of Properly Resolved Exchanges

Clean reporting and analytics

• Accurate exchange completion metrics
• Customer satisfaction tracking
• Historical data for future reference
• Completed exchanges separated from active ones
• Performance metrics and KPIs
• Staff efficiency measurements

Status: Rejected

The exchange request has been rejected by the merchant. This is a final status that closes the exchange request.

• Definition: Merchant has denied the exchange request
• How it's triggered: Merchant clicks "Reject" button
• What it means: Exchange will not be processed
• Customer expectation: Exchange denied, may request explanation
• Merchant action required: None - exchange is closed
• Automatic notifications: Customer receives rejection notification (if enabled)

Common Reasons for Rejection

Exchange requests may be rejected for various legitimate business reasons.

1. 1Policy violations:
2. 2 • Outside exchange window or return period
3. 3 • Item not eligible for exchange per policy
4. 4 • Customer exceeded exchange limit
5. 5Inventory issues:
6. 6 • Replacement item out of stock
7. 7 • Replacement item discontinued
8. 8 • Unable to fulfill exchange
9. 9Order issues:
10. 10 • Order already refunded or exchanged
11. 11 • Fraudulent request suspected
12. 12 • Customer account issues
13. 13Item condition concerns:
14. 14 • Customer description suggests excessive wear
15. 15 • Item appears to have been damaged by customer
16. 16 • Missing original packaging or components

Best Practices for Rejecting Exchanges

Always provide a clear reason for rejection

• Be polite and professional in rejection message
• Reference specific policy clauses when applicable
• Offer alternatives when possible (different item, store credit)
• Respond to rejection quickly if customer asks for clarification
• Document rejection reason in exchange notes
• Consider exceptions for VIP customers or special cases
• Train staff on when rejections are appropriate

Communicating Rejections

Clear communication is crucial when rejecting exchange requests to maintain customer relationships.

1. 1Enable rejection notification template
2. 2Include specific reason in notification
3. 3Reference policy sections when applicable
4. 4Offer alternative solutions:
5. 5 • Different product exchange
6. 6 • Store credit instead
7. 7 • Partial refund
8. 8 • Future purchase discount
9. 9Maintain professional tone:
10. 10 • Apologize for inconvenience
11. 11 • Explain decision clearly
12. 12 • Provide contact for questions
13. 13 • Thank customer for understanding

Normal Exchange Flow (Approved Path)

Typical progression for a successful exchange from start to finish.

• Pending Approval → Customer submits exchange request
• Approved → Merchant approves the request
• Received → Merchant receives returned item
• Restocked → (Optional) Item added back to inventory
• Merchant Shipped the Exchange → Replacement item shipped
• Resolved → Exchange completed successfully

Rejection Flow (Denied Path)

What happens when an exchange request is rejected.

• Pending Approval → Customer submits exchange request
• Rejected → Merchant denies the request
• (End) → Exchange is closed, no further processing

Optional and Conditional Steps

Some statuses are optional or only apply in certain scenarios.

1. 1Restocked status:
2. 2 • Optional - use for inventory tracking
3. 3 • Can skip if not needed
4. 4 • Does not affect exchange flow
5. 5Price difference handling:
6. 6 • Required if prices differ
7. 7 • Customer pays more OR receives refund
8. 8 • Occurs during "Merchant Shipped" phase
9. 9Multiple transitions possible:
10. 10 • Can jump directly from Received to Shipped
11. 11 • Can mark Restocked anytime after Received
12. 12 • Flexibility in workflow execution

Viewing and Filtering by Status

Use status filters to organize and manage your exchange requests efficiently.

1. 1In Management > Exchange tab:
2. 2 • View all exchange requests
3. 3 • Filter by status
4. 4 • Sort by date, customer, or status
5. 5Useful filters:
6. 6 • Pending Approval - Requests needing your decision
7. 7 • Approved - Awaiting customer shipment
8. 8 • Received - Awaiting your next action
9. 9 • Merchant Shipped - In transit to customer
10. 10 • Resolved - Completed exchanges
11. 11 • Rejected - Denied requests
12. 12Use status filters to:
13. 13 • Prioritize urgent requests
14. 14 • Track aging requests
15. 15 • Identify bottlenecks
16. 16 • Measure performance

Status Tracking and Reporting

Exchange statuses provide valuable data for business insights.

1. 1Track key metrics:
2. 2 • Average time in each status
3. 3 • Approval vs rejection rates
4. 4 • Restocking percentage
5. 5 • Time to resolution
6. 6 • Customer satisfaction by status
7. 7Identify issues:
8. 8 • Requests stuck in Approved too long
9. 9 • High rejection rates (policy too strict?)
10. 10 • Low restocking rates (quality issues?)
11. 11 • Slow shipping times
12. 12Optimize workflow:
13. 13 • Reduce time in Pending Approval
14. 14 • Streamline Received to Shipped transition
15. 15 • Improve communication at each status
16. 16 • Train staff on efficient processing