Important notes

Out of Balance Conditions When processing a replacement results in an 'Amount to Pay' or 'Amount to Refund' it will be shown on the Payment Confirmation page.

If an amount is showing that should not be charged or refunded, adjust the charges for the amount shown to balance the order. 

In the example, we would adjust for $8.27.

If adjusted correctly, 'Amount to Pay/Refund' will change to 'Sufficient funds have been provided' or show a $0.00 amount.

This means the order is in balance and you can click Confirm to return to the Order Summary page. 

To avoid charging or refunding the customer in a scenario that doesn't call for it, you must adjust for the amount showing on the page.

For an Amount to Pay, click Manage Adjustments in the Replacement order.

For an Amount to Refund, click Manage Adjustments in the Refund order.

Click Create Refund/Replacement. On the Add Products to Refund page: Select the club component line to be replaced. Select a Reason code. Click Send Replacement Item. Continue until you reach the Payment Confirmation page. Adjust charges as needed to avoid undue refunds or additional charges.

CYOs, Mix & Match, and Collections Clubs Replacement Rules: CYO / Mix & Match: Replace at header if replacing the entire gift. Or replace at component if replacing only the component. Collection: Must be replaced at the header.

Click Create Refund/Replacement. Select the header or component to replace, as appropriate. Select a reason code then click Send Replacement Item. Click Next. Continue until you reach the Payment Confirmation page. Adjust charges as needed to avoid undue refunds or additional charges.

For replacements, follow the steps in Article KA-02479 — whether the replacement is for the same item, a different item, or a single componen