Introduction

This guide explains how to handle product exchanges requested via the return portal in TRAEDE. It walks you through receiving the returned product, booking the credit note, and tracking the shipment of the replacement product. This is useful for B2C returns where customers want a different size, color, or variation.

Locate the RMA

1. Go to Sales returns in TRAEDE.

2. Search for the correct RMA or Order number.
   In this example, we use order #1141.
   
   

3. Click into the RMA to see the customer's return request:

   • They are returning Oslo grade light, size 35 because it's too small.

   • They are exchanging it for the same product in size 37.

Receive the returned product

1. Once the returned product is received at the warehouse, scroll to the bottom and click Receive return.
    
   

2. Confirm the received quantity.

3. Click Receive.

The RMA will now have the status Received, but the exchange is not fully completed yet.

Book the credit note

1. Scroll to the Summary section and click Open credit note.
   
   

2. Verify that the credit details are corect. 
    

3. Ignore the checkbox for "Should refund Shopify?" – it’s always marked as Yes but no refund will be made since it’s an exchange.
    

   

4. Click Book credit note.

The first part of the exchange - receiving and crediting the returned item - is now complete. 

Fulfill the new shipment

1. Go back to Sales -> returns and find the credited return under B2C.

2. Open the RMA again to confirm it has the Status: Credited.

3. Click View order.

4. You'll see that a new fulfillment has automatically been created for the exchange item (e.g. Size 37 of the product).

5. You can now view the open shipment under Fulfillment -> Dashboard, where you can proceed to send the product to the customer.

TRAEDE automatically creates a new shipment for the replacement product as soon as the original item is received.

⚠️ Note: The new product in the exchange will not appear in Shopify — it will only exist within TRAEDE.