---
title: "Exchanges"
slug: "exchanges"
updated: 2025-10-13T08:43:35Z
published: 2025-10-13T08:43:35Z
canonical: "docs.newstore.com/exchanges"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.newstore.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Exchanges

> [!WARNING]
> Prerequisite
> 
> Complete [Module 1 - Foundational Setup](/v1/docs/module-1-foundational-setup) and [Returns](/v1/docs/returns) before you proceed on Exchanges.

When a customer initiates a return, the store associate can easily look up the Order using various methods:

- Scanning the QR code on the Sales receipt (paper or email)
- Entering the order number in the Associate App
- Using the Gift receipt
- Searching by customer Profile (if associated with the order)

Once the order is selected, the associate can begin the return process, which will prompt them to enter:

- A return reason code
- The condition (return disposition code) of the Product being returned

> [!NOTE]
> Important
> 
> Cross-country exchanges are not supported when the taxes or tax policies in the countries you are trying to exchange the item(s) in are different.
> 
> For example, if you buy an item online or in a store in Germany, and then go to a Swedish store to exchange the item, the transaction will be unsuccessful.

After selecting the return reason code and condition (return disposition code), the associate can add more products to the return if needed. If there are no more products to be returned, the associate can apply the credit amount to the cart. Once done, the associate can add the products to the cart and apply the credit for the new sales.

There can be two scenarios for exchanges(Return and Purchase).

- Even Exchange→ In a Return and Purchase scenario, the products being returned and the new products being purchased are of equal value. In this case, the customer does not need to make any additional payment, as the values are identical.
- Unlike Exchange → In a Return and Purchase scenario, the products being returned and the new products being purchased are not equal. Two possible scenarios can play out in this situation:
  - When the customer returns a product and receives a new product of lesser value, they will receive a Refund for the Price difference.
  - When the customer returns a product and receives a new product of greater value. The customer will be asked by the associate to pay for the additional amount.

**Exchange Payment Strategy** - To support, exchanges, we should configure a payment strategy for the same. Refer to [Configuring exchanges as a payment strategy](/v1/docs/configuring-payment-providers) on how to configure the Exchange Payment Strategy.

Though Return and Purchase are treated as one single transaction, the return gets updated to the original order and the new sale will be created as a new sales order with the Payment method as credit for the amount that was returned.

**Additional configurations** - To update the exchange receipt template, identify the corresponding files using [How communication is triggered](/v1/docs/customer-documents-and-notifications) and update the file using [Customizing a template](/v1/docs/customizing-templates).

*(Also Sales order, Sale, Purchase)*

A promise to deliver or sell goods or services. In NewStore, an order can be created via NewStore Associate App or imported from other systems. See Order placement , Shopping cart , and Importing orders.

The receipt given and sent to a customer for payment in a retail store.

*(Also Customer profile)*

A customer profile containing explicit information about the customer, such as their name, email address, phone and address. It may also be linked to dynamic information like purchase history and purchase volume.

An article in the catalog, represented using an inventory identifier such as Stock-keeping unit , Electronic Product Code , or GTIN. In NewStore Omnichannel Cloud, a product is derived from a Master product. Different from Sales order item. See Importing data.

In NewStore, a refund refers to the liability account to record refunds that have been generated, but not yet processed. A refund can relate to an Appeasement. To see how NewStore manages appeasements, See Refunding orders or items in an order.

*(Also Catalog price)*

The amount of money expected, or given in payment for a product.

The form of payment used for an order, for example Credit Card, PayPal, or Cash.