Need help creating an exchange order in ShipHero? Follow the steps below!
- Step 1 -
1. On app.shiphero.com, navigate to Orders > Manage Orders
2. Click on the order you want to return to open the order page
3. While on the individual order page, click 'Return Order' in the 'Actions' sections
- Step 2 -
1. After clicking the 'Return Order' button, a new page appears displaying the return order; select the item(s) that you would like to return
2. Choose the quantity to return by typing in the number, select the return reason and choose 'Exchange' as the return type from the respective dropdown menus. Optional: input a note in the 'Notes' section if possible. It will then appear in the Returns > All Returns page in the 'Internal Notes' column which can be exported
3. A new search bar will pop up. Type in the product sku that the customer would like to receive in exchange of the original item and put in the quantity.
See image below for further explanation
4. Review 'Customer Information' section. This data is pulled right for the original order.
5. Review the 'Shipping Info' section. Adjust the 'Weight' if applicable and select the 'Return Label Type'
6. Choose the Shipping Carrier and Method for the return label
7. In 'Return Options' area, select the warehouse you would like the product to be returned and click 'Generate Returned Merchant Authorization (RMA)'
Optional: Input a reason for return if applicable. Select the 'Do not email customer return label' if desired. By the default, the return label is emailed to the customer email address which is then in the 'Customer Info' section.
After generating the RMA, you will see an exchange order created on the original order page
- Shipping Exchange Order -
After you have received the original product back to the warehouse, click into the RMA and select 'Release Exchange' as shown in above. This will release the order to the picking queue to be picked and then shipped.