Important: Offer a replacement OR a refund — never both.
 
Use the Replacement process when a customer needs the same item, a different item, or a partial replacement for an unsatisfactory product.
 
Before You Begin
Review all order notes.
Determine whether the replacement is for the same item, a different item, or a partial component.
Be aware that special instructions apply to Collections, CYO orders, Clubs, and other item types.
 
Key Reminder
To create a replacement, you must select Send Replacement Item. If Send Replacement Item is not selected, the transaction will be processed as a refund, not a replacement.
 
Additional Guidance
Different replacement scenarios have unique requirements and exceptions. Refer to Article KA-02479 for replacement procedures and scenario-specific instructions.


How to Tell If An Order Has Been Replaced:

When an order has a replacement, the status on the Order Search screen will either show Refund Created or Partially Refund Created.
 
To access the replacement order, click the order number then click the tab titled Refund/Replacement.


Club/CYO/Collection Replacements:

CYOs, Mix & Match, and Collections
- 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.
 
1. Click Create Refund/Replacement.

2. Select the header or component to replace, as appropriate.
 
3. Select a reason code then click Send Replacement Item.
 
4. Click Next.
 
5. Continue until you reach the Payment Confirmation page.
 
6. If order is out of balance, go to Article KA-03667 for steps to put the order in balance.


Clubs:
1. Click Create Refund/Replacement.

2. On the Add Products to Refund page:
- Select the club component line to be replaced.
- Select a Reason code.
- Click Send Replacement Item.

3. Continue until you reach the Payment Confirmation page.

4. If order is out of balance, go to Article KA-03667 for steps to put the order in balance.


Lesson Summary:

- Mistakes happen — but how we handle them matters. Always aim to make things right using empathy, clear communication, and reasonable solutions.

- Use the Resolution Guide, Article KA-03310 to determine whether to issue a refund or replacement. Remember, offer one or the other — never both.

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

- Always balance the order on the Payment Confirmation page and adjust any “Amount to Pay” or “Amount to Refund” as needed.