The Exchange Center

A delivered COD order is a win — but when the customer then asks for another size, color, or product, many stores lose the sale by treating it as a return. The Exchange Center at https://v2.egrow.com/centers/exchange keeps it: you pick the delivered order, choose what the customer is swapping, optionally add different products, and eGrow creates a replacement order linked to the original — with the customer, address, and store already filled in — that ships out through your pipeline like any new order. It is one of the Order Centers, alongside Confirmation, Processing, Shipping, and Delivery.

Delivered and History

Two stat cards summarize the center: Delivered counts the delivered orders eligible for an exchange, and Exchanged counts the orders that already have a replacement. The tabs below match them: work in Delivered to create exchanges, and use History to review the ones already made. A refresh button in the header reloads the queue and the stats.

Step 1: Pick the delivered order

The left column lists delivered orders, 20 per page. Search by order number, tracking number, or internal ID and press Enter, or open the funnel button to filter by date range. Each row shows the product thumbnail (with a +N badge when the order has several items), the customer's name and phone, the order number, the total, a colored stage pill, and the date. The center automatically opens the first order in the list, so after a search you are usually already looking at the right one.

Step 2: Choose the items being swapped

The exchange form opens with the original order at the top — its number, a Delivered badge, and the customer's name, which you can click to open their full customer profile. Under Items to exchange, every line of the original order is listed with a checkbox. Tick the ones the customer is exchanging; each selected row expands to let you set:

• Qty — how many units to send again, capped at the quantity originally delivered.
• Price — the unit price on the replacement order, free to edit.
• Total — the line total, calculated as you type.

A counter above the list keeps track of how many items you have selected.

Step 3: Add different products (optional)

If the customer wants something that was not on the original order — a different product entirely, or an extra item added to the same delivery — use Add product under Add other items. A product picker lets you choose exact variants from your catalog; each added item gets its own quantity and editable price, and can be removed with one click. This is also a natural upsell moment: the customer is already paying a delivery, so adding one more item costs them nothing extra in shipping.

Step 4: Create the exchange order

The Subtotal at the bottom sums every selected and added line — that is the amount the replacement order will carry. Press Create Exchange Order (it activates once at least one item is selected or added) and eGrow builds the new order for you, copying from the original:

• the customer, with their phone and email,
• the shipping address,
• the store, stock location, and currency.

The two orders are linked in both directions: the original records its replacement, and the replacement points back to its parent. You will see an "Exchange created" confirmation, and the queue and stats refresh.

After the exchange

The original order moves to the History tab. Its summary card shows the current stage, the item list, and a Replacement order link that jumps straight to the new order's page. The replacement itself starts at the beginning of your pipeline like any fresh order — it gets confirmed, packed, and handed to a carrier through the Order Centers, and its stock is drawn from inventory like any other sale (see Using Inventory Rules).

When the swapped-out item physically comes back with the carrier, process it in the Returns Center: check its condition and restock it as available or damaged, so it can be resold — or offered to a new customer through the Relaunch Center.