How-to

Create an exchange order

An exchange order is a new order linked to an original one. It starts with the original order's items, customer and address, but your customer can get different products.

বাংলায়: Exchange order হলো একটি নতুন অর্ডার যা original order এর সাথে সংযুক্ত থাকে। এতে original order এর সব কিছু (কাস্টমার, অ্যাড্রেস, পণ্য) প্রি-ফিল্ড থাকে, কিন্তু তুমি পণ্য পরিবর্তন করতে পারো। এক্সচেঞ্জ অর্ডার Confirmed স্ট্যাটাস দিয়ে শুরু হয় এবং -E1, -E2 এই ধরনের আইডি পায়।

Where to find it: Sidebar › Orders › open the original order › Create Exchange Who can do it: Anyone with the orders.create and orders.edit permissions.

Before you start

You can only create an exchange from an existing order. The original order can be in any status, but typically a customer asks for an exchange when the order is Delivered or Return Pending.

Open the original order in the orders list, then select the three-dot menu button and choose Create Exchange.

Create the exchange order

The Create Exchange window opens with a copy of the original order's customer, items, delivery fee and notes.
Edit the items: add new products, remove ones the customer does not want, or change quantities.
Change the delivery fee if needed. It defaults to the same value as the original order.
Update the payment method if the customer is paying fresh (bKash, COD, or another method).
If the customer paid an advance on the original order, decide whether to reuse it. Leave the advance amount blank to create the exchange with no recorded payment.
Select Create Exchange Order.

The new order is created with status Confirmed. Its display ID is the original order's ID with -E1 appended (for example, #5234-E1). If the customer has multiple exchanges, the second becomes -E2, and so on.

What happens next

The exchange order appears in the Orders list as a separate order with its own status, tracking code and timeline. The original order remains unchanged. In the delivery record and activity log, both orders are linked — your customer's success rate reflects all orders in the chain.

If you need to change the exchange order's details after creation, open it and select the edit pencil button. If you need to undo the exchange, use Cancel order.

Questions people ask

Does the exchange order's total need to match the original?

No. The new order can be for more, less or the same total amount. The exchange is not a replacement in Omnikyo — it is a new order.

What payment do I record on the exchange?

Record what your customer pays you fresh for the exchange. If they are returning the original order and paying Tk 2,500 for the exchange, record Tk 2,500, not the difference. If they supply a return parcel and that refund covers the exchange, record Tk 0.

Can the exchange order have a different delivery fee?

Yes. Change the delivery fee field before saving. Common reasons: the customer is in a different area (a different Dhaka fee), or you offer a discount on the exchange.

Where is the exchange order after I create it?

In the Orders list, sorted by date. It has its own Confirmed status and no tracking code yet — proceed as you would with any order: prepare it, dispatch it, track it.

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Order statuses and the lifecycle — what each status means and how orders move through them
Where orders come from — what exchange means as an order source
Record a partial return — when the customer returns only some items

Related guides

Checked against the product on 2026-10-02.