Introduction - Replace wrong items
You can have two possible scenarios when you need to replace items:
When you accidentally enter and ship the wrong item on a sales order to the customer. The customer would like to return the item. Usually you'll replace the item at your own cost.
When the customer ordered the wrong item, and you shipped it. If the customer wants to return the incorrectly ordered item, you can replace it and can charge an extra fee.
In each scenario, you can start the return process by creating a return order. You can use the return order to list all the return tasks and upon agreement with the customer, you can start processing these tasks.
Examples of return tasks are:
Returning the wrong items
Sending replacement items
Charging a restock fee
Returning an item to a vendor for repair
Replace wrong items
Watch the following video that demonstrates how to replace the wrong items that were delivered to a customer.