Exchange products with the same or different amounts

1. Use case name (Required)

Exchange products with the same or different amounts

2. Keywords (Required)

Exchange product, replace products

3. Actors + description (Required)

• As a cashier, I want to process exchange for the customers quickly in only one transaction and to avoid manual calculation

• Exchanges can be used when customer satisfaction is low. If a customer is not happy with some of the order items (order lines) they received they can exchange their item(s) for another variant, such as if an item is too big or small and they need a different size.

  This scenario is also generated when customer buys online and pick up in store but the ordered items are not fit with them so they want to exchange for a new item. After the request to exchange an order item for a different variant, a new order will be generated and linked to the previous order to provide correct visibility and manage refunds for any returns that are also generated.

4. Main flow (Required)

The most common path of interactions between the user & the system:

1. Customer requests an exchange: The customer brings the items to your retail store and requests an exchange. They might have bought the items in the current store, from another store, or even online.

2. Staff requests the customer to present the original receipt

3. Staff can also look up the original order by other methods such as customer name, email, or purchase date.

4. Staff will need to check the conditions of the product and your exchange policy then they can refuse the customer’s request or start exchanging.

5. Staff selects items to return

6. Staff can select the returned items and quantity and log the reason why the customer returned each item into the retail POS system: If the items are unused or in good condition, the staff can return the items to inventory for later resell.

7. Staff chooses items to exchange based on customer’s preferences for the new items they want to exchange for and record the products and quantity into a centralized POS system.

8. Based on your exchange policy, your staff might also add a restocking fee to cover any activities to make the product ready to be resold.

   If the customer is exchanging the product because they want another size or color, there isn’t a price difference. However, if they want to exchange one product with another, there might be a situation where the price of the new product is different from that of the original item.

9. If the new item is cheaper than the old item, your staff will need to refund the difference to the customer. Your staff can issue the refund amount to the customer via a credit card transaction or convert it into a gift card or store credits.

   Gift cards or store credits are usually tied to a customer account. If the customer is exchanging a gift or hasn’t created an account with your business before, they should be able to join your loyalty program

10. If the new item is more expensive than the old item, staff can collect the extra amount

    Open

    

    In-store product exchange process

5. Alternative flows (if any)

It is a very common practice for the sales staff to ask the customer for the receipt when the customer request to refund or exchange a product. However, there are many reasons that can cause the customer to refund and exchange without receipts in the store. It could be a gift from their friends, the customer forgets the receipt somewhere, or they simply lost it. In any case, it is best that the business has a good process to handle this situation, especially for those with a brick-and-mortar store.

Open

Exchange with out a receipt

1. Sales staff import the refunded item to POS via a pop-up from POS

2. POS calculates the total amount refund

3. If the customer just wants a refund, sales staff can confirm on POS and refund the amount to the customer

4. If the customer wants to exchange for a new product, the sales staff can select the refund amount as a payment method.

5. If the refund amount is greater than the new amount, the sales staff will refund the difference  to the customer

6. If the refund amount is smaller than the new amount, the sales staff will collect the difference.

7. After being processed on POS, the information will be recorded and updated to Magento server, including:

   • Update the quantity of refunded product

   • Update the cash balance of the current session & report for each session

   • Record and save information on the new exchange order (only in case of an exchange)

6. Fit & Gap analysis (Keep internal)

Compare this use case with the current Magestore solution to identify 3 types: