# Exchanges - Returnline 1.x documentation

> Customers ask for another size or colour; you send it with a replacement order, settling any price difference.

> [!NOTE]
> This is part of **Returnline Pro**.

## What customers choose

With **Exchange** among **Customers can ask for**, the request form offers it next to a refund. When the customer picks it, each item gets an **Exchange for** choice:

- **The same item**, for a faulty one;
- any other variation of the same product that's in stock, for example another size or colour.

![The request form with an exchange](https://storage.extendiment.com/media/1036/screenshot-1-4da85269.png)

The return page and emails show what each item is exchanged for.

## Sending the replacement

Approve and receive the return as usual. The next step is then **Send the replacement**, with the replacements listed:

![An exchange ready to send](https://storage.extendiment.com/media/1038/screenshot-4-32b859a2.png)

Click **Create replacement order**. Returnline Pro:

1. records the returned items on the original order with a WooCommerce refund (of 0, or of a price difference), restocking those marked **Restock**;
2. creates a new order for the same customer and addresses, with the replacements at no charge, created by "returnline";
3. moves it to **Processing**, which takes the replacements out of stock and puts it in your fulfilment queue like any order.

The customer gets the "Your return is complete" email: their replacement is on its way, and they'll get a shipping confirmation as usual. The return page links the replacement order.

## Price differences

With **Exchange price differences** on (the default), a replacement that costs more or less than what the customer paid is settled:

- **Dearer**: the replacement order gets a "Price difference" fee and waits in **Pending payment**. The customer gets WooCommerce's payment link by email, and a **Pay the difference** button in the "complete" email and on their return page. Once paid, it's processed and takes the stock like any order.
- **Cheaper**: the difference is refunded on the original order, through the payment gateway when it can (tick **Send the money back through …**).

The difference compares the replacement's price now, including tax, with what the customer paid for the returned item. Turn the setting off to send replacements at no charge either way.

## Exchanging instead, or refunding instead

The customer's choice comes first, but every way is offered: **Refund instead** and **Store credit instead** under an exchange, and **Exchange instead** under a refund request (it sends the same items again). For returns you create yourself, choose **Exchange** to send the same items again.

## If a product is gone

If a replacement product was deleted since the request, creating the replacement order stops with a message. Complete the return with a refund instead, or create the order by hand.

Source: https://extendiment.com/plugins/returnline/docs/1.x/exchanges