Lesser-Value Exchange

Overview

A lesser-value exchange allows a customer to replace a returned item with an item that has a lower value than the original purchase. The difference between the value of the returned item and the replacement item is credited back to the customer.

In Xoro, a Credit Memo is created against the existing Sales Order for the difference between the returned item's value and the replacement item's value. A separate Exchange Order is created with a $0.00 total because the value of the original payment is sufficient to cover the replacement item.

Workflow

Step 1: In Shopify, create the order with the required product and customer information. Ensure that the order is Paid and Fulfilled.

Step 2: In Xoro, navigate to Shopify Channel → Orders → Actions → Import by Order. Enter the Shopify Order Number and click Import. The corresponding Sales Order is created in Xoro.

Step 3: Open Loop and select the Shopper return portal option from the menu.

Step 4: Enter the Shopify Order Number and ZIP code, then access the order.

Step 5: Select the item to be returned.

Step 6: Select the applicable Return reasons and click Continue.

Step 7: Under How would you like to proceed?, select the option suggested in the Best match section.

Step 8: Select the replacement item. Loop displays the replacement item's value, which is lower than the value of the returned item. Click Confirm item.

Step 9: On the Review your return page, review the returned item, replacement item, and the credit amount resulting from the difference in value. Select the checkbox to acknowledge the return policy and click Submit return.

Step 10: In Xoro, navigate to Shopify Channel → RMA and verify that the RMA has been successfully synced with the respective return.

Step 11: Go to Loop and, under Return Processing, locate the return and review the return details. The return should show the Exchange outcome.

Step 12: Click the return record and select Process items to process the returned item. Once the return is successfully processed, its status changes to Closed.

Step 13: Reimport the Shopify order in Xoro from Shopify Channel → Orders → Actions → Import by Order.

Step 14: Open the existing Sales Order and verify that a Credit Memo has been created for the difference between the returned item's value and the replacement item's value.

Step 15: Verify that a separate Exchange Order has been created for the replacement item with a $0.00 total.