Credit Memo: what is customer wants a different product in return?

[casper_de graaf]

The credit memo function only seems to work for full or partial refund. But what if a customer wants a different product in return? And perhaps just a credit for the difference in price? 

For example; customer bought Shoe A for 40 USD but returns it and now wants Shoe B for 30 USD. He needs a credit memo for 10 USD, but I only can change the quantity of Shoe to zero. Can't change the price.

I'm on 2.4.5-p1.

[johnwebdes40a5]

Hello @casper_de graaf 

In Magento 2, if a customer wants a different product in return when processing a credit memo (refund), you can follow the below steps:

• Initiate the Credit Memo:
  • Start by creating a credit memo for the original order. In the Magento Admin Panel, go to Sales > Orders and locate the order for which the customer wants a refund. Open the order and click on the "Credit Memo" button.
• Select Refund Items:
  • On the credit memo creation page, you'll see a list of items from the original order. Select the items the customer wants to return for a refund by checking the corresponding checkboxes. Specify the quantity to be returned if needed.
• Generate a New Order:
  • To provide the customer with a different product in return, you'll need to generate a new order. You can do this by clicking on the "Add Products to Order" button on the credit memo page.
• Choose Replacement Product:
  • On the product selection page, search for and select the replacement product the customer wants. Specify the quantity and any other necessary options. Click on the "Add Selected Product(s) to Order" button.
• Update Pricing and Totals:
  • After adding the replacement product to the order, you may need to adjust the pricing and totals. Modify the product price, apply any discounts or additional charges if required, and ensure that the new order reflects the correct amount.
•  Finalize Credit Memo and New Order:
  • Review the credit memo details and the new order. Once you're satisfied, click on the "Refund Offline" button to complete the credit memo process and issue the refund to the customer. Simultaneously, a new order for the replacement product will be created.
• Communicate with the Customer:
  • Reach out to the customer to confirm the replacement product and inform them of the updated order details, including shipping and delivery information.

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[casper_de graaf]

Thanks for explaining, but  'the "Add Products to Order" button on the credit memo page' is simply invisible to me. The only button I see is Update Totals and Refund Offline.