---
title: "About Handling Customer Returns & Exchanges"
slug: "about-handling-customer-returns-exchanges"
updated: 2026-07-24T14:17:20Z
published: 2026-08-10T20:18:38Z
canonical: "help.idibilling.com/about-handling-customer-returns-exchanges"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.idibilling.com/llms.txt
> Use this file to discover all available pages before exploring further.

# About Handling Customer Returns & Exchanges

There are many ways to initiate a Sales Return or Exchange.

**Sales Return**

A Sales Return is when a Customer brings back a purchased item (within the accepted Store Policy) in exchange for a monetary refund or a replacement product.

**Exchange**

An Exchange is Sales Return where the replacement product's value is equal to value being returned and no monetary refund is required.

The different methods allow for process flexibility to handle varying customer needs and available information.

The following describes the different Sales Return Methods and when best to use them:

| Sales Return Method | Description | Best method to use if: |
| --- | --- | --- |
| Using [Customer Information and History](/v1/docs/about-make-sale) | The Identification of the Customer lets you review the customer [transaction history](/v1/docs/using-customer-transaction-history). You can review the history to identify the specific product/purchase. | - The product was previously purchased through and recorded in the system - The Customer does not have an Invoice Number - The Customer is in the Database. |
| Using the Sale Invoice Number | The entry of the Invoice Number when searching the [Customer Transaction List](/v1/docs/using-customer-transaction-history) will display the products purchased on that invoice. | - The Customer is in possession of the Sales Invoice. - The Customer is not in the database. |
| Using Blind Return | Blind Return is used when no data is available but the product is eligible for refund or exchange. | - The product was **not** previously purchased through and recorded in the system |