What this helps you do

Swap returned goods for replacement goods while Upstorr keeps payment, GST, fulfilment, and inventory together in one safe record.

Before you start

Open the customer's eligible order and choose Exchange. You need internet. Start a register session if the customer will pay cash or may receive a cash refund.

Steps

  1. Open the correct order, select Order actions, and choose Exchange.
  2. Tick each item coming back from the customer.
  3. Set its returned Quantity, Restock at this location, and Reason.
  4. If the reason is Other, enter the explanation.
  5. Select Choose exchange items.
  6. Search by product, SKU, or barcode and add the replacement items. You can also add a custom sale item when appropriate.
  7. Change replacement quantities and, when several original items are being returned, choose which original item each replacement is Exchange against.
  8. Select Review exchange.
  9. Choose whether to Give exchange items now.
  10. Review fulfilment, delivery address, optional exchange note, GST totals, and the price difference.
  11. If the customer owes money, choose the real payment option and complete it.
  12. Select Process exchange once and wait for the completed message.

Understand the returned-item fields

  • Quantity: how many units of the original item are coming back.
  • Left to exchange: the maximum quantity still available after earlier returns or exchanges.
  • Restock at this location: turn on only when the returned units should become sellable inventory at the current location. Turn it off for unsellable goods.
  • Reason: choose Damaged, Wrong size, Changed mind, or Other. Other also requires a written explanation.
  • Exchange against: links a replacement to the correct original item when this exchange contains more than one returned product.

Understand replacement fulfilment

Give exchange items now means the customer takes every replacement from the current location now. The replacements use Carry out and in-stock handling.

Turn it off when one or more replacements will be provided later. Then choose:

  • Pickup in store: the customer collects later.
  • Local delivery: deliver to the customer's saved Indian address.
  • Ship to customer: ship to the customer's saved Indian address.
  • Source: the inventory location responsible for that replacement. POS shows available quantity or Awaiting stock.
  • Stock — In stock: the source can provide it now.
  • Stock — Awaiting stock: the source must receive stock before fulfilment can finish.

Use Manage fulfilment on an individual replacement when its delivery type, source, or stock state differs from the others. Custom sale replacements do not use a catalogue inventory source.

Local delivery and shipping require a complete saved customer address in India. You can choose, add, or edit that address during the exchange. Pickup can be used when no delivery address exists.

Understand the money difference

Upstorr calculates the value and GST of the returned items and the replacements. It then shows one result:

  • Customer needs to pay: replacement total is higher. Collect the positive difference by Cash, Online, Gift Card, or Terminal.
  • Refund customer: returned total is higher. Upstorr allocates the refund against the order's remaining original payments.
  • Even exchange: both totals match, so no payment is needed.

Cash collection or a cash refund needs an open register session. Online payment opens Razorpay and needs internet. Terminal records money already collected on a separate terminal. Gift Card needs the customer's code.

For example, if the returned item is worth ₹1,000 and the replacement including GST is ₹1,200, Customer needs to pay is ₹200. If the replacement is ₹900, Refund customer is ₹100.

Understand the exchange note

Exchange note is optional internal context for your team, such as “Customer will collect the blue size M on Friday.” It does not replace the required reason on each returned item.

What happens next

Upstorr records the returned lines, replacement lines, inventory changes, fulfilment work, payment or refund difference, GST values, and exchange history. If a submission was interrupted, POS checks the earlier request before creating another one so it can recover a completed exchange safely.

Common problems

  • Choose exchange items stays disabled: Select an original item and complete its required reason. Other also needs an explanation.
  • No replacement appears: Check the search, selected fulfilment type, location stock, and connection.
  • Process exchange stays disabled: Add at least one replacement and fix the warning shown in Review.
  • Cash is blocked: Start a register session.
  • Online payment is blocked: Reconnect or use an allowed payment method that was truly collected.
  • Delivery is blocked: Choose a complete saved Indian address or change the replacement to pickup.
  • Source shows Awaiting stock: The item can be promised for later, but fulfilment cannot be treated as ready stock.
  • Settlement is still pending: Do not submit a second exchange. Follow the reconciliation message or contact support.