A Replacement is when goods are replaced for other goods. Here, customers send back all or part of their order and wish for an exchange of goods.

Create a Replacement

If a customer wishes to exchange an article, proceed as follows:

1. Open pixi* Customer Service, locate the correct customer, and go to the Invoices tab.

2. Select the invoice in which you want to process a replacement.

3. Add a tick in front of the item you want to replace:
   
   
   

4. Once you have selected the item(s), the button is turned active. Click to open the dialog to generate the replacement.

5. In the "ReplaceQty" field, select the quantity that you want to replace:
   
   
   

   • You can only exchange the amount of items that are on the invoice.

   • If you have entered a higher quantity of items than to be found on the invoice, the maximum quantity of items will be set automatically. This means that all existing items are selected for exchange.

   • The number of replacement items can't be changed again later, so be sure that the quantities are correct!
     

6. Click OK and confirm the creation of the replacement order with Yes.

7. After you have completed the replacement, a new order appears under the Orders tab with the status Hold.

   • The selected order lines with the replacement items are listed with the status MIN in the new order.

   • The amount of exchanged items in the order lines is negative.

   • The shipping address of the customer is the address of the original invoice.
     

8. Now add one or more items to the order, which should be shipped to the customer as a replacement.

9. Save the new order lines by clicking Save order. Depending on the payment method, the status ANG or HAL is set for the items.

10. The replacement order can now be shipped like a normal order.

    • If the replacement item is more expensive, the system will wait for the payment to be received, depending on the chosen payment method. Only then will the order be added for shipment.

    • If the new item is equivalent or cheaper, the order will be automatically shown on one of the next picklists and shipped. The difference is credited to the customer account.
      

The orders generated by a replacement do not differ from regular orders. The invoice or credit note as well as the automatically generated shipping confirmation also show all item lines, including the returned items, with all required information.

Hints:
- Once a replacement order has been canceled, it must be created or deleted as the status of an replacement item can no longer be changed from STO to MIN. Orders containing items with the status ANG with a negative quantity are not considered at picklist creation!
- If a replacement order has a negative total amount, the value of a possibly redeemed voucher does not flow into the created invoice.
- Replacement orders are now set to status MIN after closing new orderlines, when the orderlines in status MIN are canceled and set back to NEW.

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