Manual Exchange

Last Updated: June 3, 2024

Manual exchange is a resolution that lets you handle exchange requests completely manually. Customers will submit a request that your customer service team will need to review, handle, and resolve individually, including creating the new exchange order manually.

When the manual exchange resolution is enabled, your customers have the option to choose Exchange by Customer Service as an action on a selected item.

The customer will then type the reason for the exchange in a text box, with the option to attach a picture.

Configuring Manual Exchange

To add and configure the manual exchange resolution:

  1. Go to Settings > Resolution
  2. In the Exchange Resolutions section, click MANUAL EXCHANGE

3. In the Details section, edit the internal name for this resolution. This name will not be displayed to customers in the portal.
4. Edit the display name, which is how this resolution will be displayed in your return portal.
5. Edit the description, which is how the additional details of this resolution will be displayed in your return portal.

6. In the Image section, select if this resolution requires an image from the customer. 
  • None - Customers cannot add images to the request.
  • Optional - Customers can choose to add images to the request. 
  • Mandatory - Require customers to add images to the request, so an RMA cannot be created without adding an image.
7. Click on the save icon to save your changes.

You can then use this resolution to build your return policy in your Return Policy settings, where you can configure additional settings such as eligibility rules, fees, and more.