🔄 Why a Customer Might Not See the Exchange Option

Overview

If a customer reports that they only see the return option and not the exchange option during the return process, it’s often due to misunderstanding the flow or the return logic applied to the item.

✅ Common Reasons Customers Don’t See “Exchange” as an Option

1. Didn’t Follow the Full Return Flow
   Customers may not realize the exchange option appears after selecting a return reason and clicking through the next step.
2. Return Logic Restrictions
   Exchanges may be disabled for certain items, such as:
   • Final sale items
   • Items marked non-returnable
   • Items falling under a logic where exchange is turned off

🔍 How to Check If an Exchange Is Allowed

1. Go to:
   Settings → Return and Warranty Methods → Return Logics and Policies
2. Click the ✏️ edit icon for the relevant logic.
3. Scroll to Resolution Options and confirm Exchange is enabled.

🧠 Tip

If customers report confusion:

• Suggest they fully complete the return reason step to see all resolution options.
• Consider adding guidance text in the Return Center if available in your settings.

Need Help?

If you're unsure which logic is affecting a product, or want to test the flow, contact WeSupply Support — we’re happy to take a look!