How to Manually Adjust Refunds and Fees in Exchange It

When processing a return, you may need to manually adjust the final refund amount. This guide explains how to use the manual controls on the Resolution page to add fees, waive shipping, and finalize the customer's refund total.

Prefer to see it in action? Watch our interactive demo for a complete, step-by-step visual guide.

https://app.supademo.com/demo/cmhj5squw6gdofatiq7ub927u?utm_source=link

1. From the Exchange It app admin, navigate to the main Requests dashboard.

2. Find and click on the return request you need to process.

3. Once the items are marked as received, navigate to the Resolution page.

4. Scroll down to the "Refund Summary" section. Here, you can manually adjust the final refund.

5. Review the options below to make your changes.

6. Once you are satisfied with the Total, click the "Refund and Resolved" button to finalize the return.

The "Refund Summary" panel gives you full control over the final refund calculation.

• Refund Tax: By default, this is checked. Uncheck this box if you do not want to include the item's tax in the customer's refund.

• Refund Shipping: Uncheck this box to waive the original shipping fee (e.g., if you do not refund a customer's original shipping cost).

• Return fee: Check this box to deduct a fee from the refund. This is commonly used as a restocking fee or handling charge. The amount to be charged is shown next to it (e.g., £50.00).

• Refund amount (Manual Override): This is the most direct way to adjust the total. You can type the exact final amount (e.g., "0.00" or "25.99") you want to refund to the customer into this field. This will override all other calculations.