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How can I exchange the product for the customer (e.g. because of a size problem)?
How can I exchange the product for the customer (e.g. because of a size problem)?

Using our exchange package service for domestic packages

Webshippy avatar
Written by Webshippy
Updated over 2 years ago

If you want to exchange a product sent to a customer, you have the option to send the new product and have the courier collect the old one from your customer.
The service is called Exchange Package.
​This service is only available for domestic parcel delivery!
​
If you want to exchange a product sent to your customer for any reason, you have two options:

Returning the package

The customer returns the product to Webshippy's warehouse address, and you then record an order on their behalf, which we will send out to them (you can do this by copying the customer's old order - more details on this below). In this case, the parcel sent by the customer should be clearly marked with the necessary identification information: the customer's name, the name of the online shop and possibly the number of their previous order - please check with them as there may be a delay in processing their returned parcel.

Replacing the package

In the case of a replacement parcel, we can arrange to collect the product to be replaced from your customer when the new product is delivered. You will need to create the order on behalf of the customer in the same way, including the product to be sent out. You can do this by creating a completely new order or by copying the customer's previous order.

If you are creating a new order by copying a previous order, remember that all the elements and parameters of the old order will be copied: products, quantities, delivery and payment methods, etc. Be sure to check these and modify them if necessary:

  • only include the products you actually want to send out. Delete the unnecessary products and leave or add the ones you want to send out.

  • if your customer doesn't have to pay for the package, change the payment information. In the "Payment Information" edit, set the payment status to "Paid".

  • you can also turn off invoicing if you don't want an invoice for your order. Click on the "Services" edit button and set the invoicing to "No"

  • you need to turn on the "Replacement Package" service. You can also do this by editing "Services"

In the case of a "replacement parcel", the courier will ask for the parcel containing the product to be returned at the time of delivery. If you use this option, please agree with the customer how to pack the product to be returned. For help with this, please click on the following link:
​GLS secure parcel delivery
Exchange parcels are an extra service, the price of which can be found in our current price list.

Returning foxpost packages

If your customer has requested their previous order to be sent to a Foxpost parcel machine, they can return it to you free of charge. For help with this, please see:
​Foxpost parcel return

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