You can exchange products in an order by making two transactions: a refund and a new order.

Customers can initiate a return on their end, by using the Returns feature in their customer account. For more information, see How customers return orders. Once you have received the item from the customer:

1. In your back office, select Orders.
2. Select the order number of the order you will create the exchange.
3. Refund the order for the price of the product being exchanged. For more information on how to do a refund, see Refunding orders.
4. Select More at the top right corner.
5. Select Duplicate, and the order will now open as a quote.
   

In the newly created quote:

1. Add/remove products so that the order contains only the products that have not been returned.
2. Select Convert to Order at the top right corner. if you need any further information on quotes, see Creating quotes.
3. The new order should send your customer an email with a link. To make sure the exchange is successful, you may want to contact your customer. Explain that they need to log into their account to pay for the order. For more information about customer accounts, see Understanding customer accounts.
4. Fulfill the order by shipping it to your customer. For more information on fulfilling orders, see Fulfilling an order.

If you have a physical store and your customer comes in to complete an exchange, follow the instructions for your Retail account.