Best practices for exchanging unshipped orders

This article aims to provide you with an easy to follow guideline for how to process an exchange where the original order is unshipped.

Warning: This guide only describes how to handle the situation in the Brightpearl backoffice. If the order is related to a sales channel, you may need to perform additional steps to process the exchange on the channel.


In the case where the original order is unshipped, the aim is to amend the order to reflect the exchange. Below is a summary of the flowchart:

  • Check if the order is fulfilled. If it is, delete the goods out note.
  • Check to see if it's invoiced. If it is, uninvoice the order.
    Note: It is best practice to only invoice orders once they've been shipped! However, if you are unable to invoice the order (perhaps the invoice is VAT reconciled or the ability to invoice orders has been disabled), the best option is to treat the sale like it's been shipped - so ship the order, then view the guidelines for exchanges for shipped orders instead. Be aware that shipping the order may send a notification to any connected sales channel, so take steps to prevent any customer confusion.
  • Remove the item being exchanged and add the new item.
  • Determine whether the new item is the same price as the old one.
    • If the new item is more expensive, determine whether you are charging the customer the difference.
      • If you are, arrange to take payment from them.
      • If you are not, amend the price of the item to match the old one.
    • If the new item is less expensive, determine whether you are refunding the customer the difference.
      • If you are, post a reversal payment on the order for the difference.
      • If you are not, leave the order as-is. On invoicing, the overpayment will be put on account to be allocated to future orders.
    • If it's the same, leave the order as-is.
  • Process the order as normal.


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