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Returns and Exchanges
Note: This article applies to both our Stitch X and Stitch Classic Versions.Stitch isn't a payment gateway, so process refunds directly on your sales channel. sync returns and/or refunds from Shopify and Magento; for all other channels, process returns separately on the channel and in Stitch.
|Exchange for same-price item||Cancel without refund, create new order with a 100% discount|
|Exchange for lower-price item||Cancel and partial refund, create new order with 100% discount|
|Exchange for higher-price item||Cancel and full refund, instruct customer to place new order|
Note: Before canceling the original order, ensure that it hasn't already gone to your fulfillment solution.
|Exchange for same price item||Return without refund, create new order with 100% discount|
|Exchange for lower price item||Partial refund or gift card, create new order with 100% discount|
|Exchange for higher price item||Full refund, return stock, and place new order or, process no refund and charge the difference on a new order|
|Full refund, no new item||Full refund, automatically updates order in Stitch as refunded when using Shopify or Magento Returns Sync|
Note: If you physically return items to stock when you issue a refund, you choose Return to Stock when you process the return on the channel and/or Stitch. If these are separate processes (for example, due to quality control or repackaging), you'll need to make a stock reconciliation separate from the return.