Returns, Refunds & Exchanges

CloudBridal provides flexible tools for handling returns and refunds. While there isn't a dedicated "exchange" feature, you can easily accomplish exchanges using the refund and new order workflow. This guide covers all scenarios.

Understanding the Difference

Processing a Refund

Refunds in CloudBridal are processed through the payment record, not directly on the order. When you refund a payment, the system automatically creates a refund record on the associated order for tracking purposes.

Steps to Process a Refund

1. Navigate to the customer's profile
2. In the Overview tab, scroll to the Payments section
3. Find the payment you want to refund and click on it to open the Payment form
4. Click the Refund button
5. Enter the refund details:

• Refund Amount: The full payment amount, or just the value of the item being returned
• Reason: Document what was returned (e.g., "Return - Wedding Dress")

6. Click Submit Refund

Stripe Payments

If the payment was processed through Stripe, the refund will be initiated through Stripe automatically. The customer will receive funds back to their original payment method within 5-10 business days.

Non-Stripe Payments

For cash, check, or other payment methods, CloudBridal records the refund in your system. You'll need to process the actual refund to the customer through your preferred method (cash back, check, etc.).

Note: Refunds create a "Refund" entry under the original order with negative amounts, maintaining a complete audit trail for your records.

After Processing a Refund

1. Open the original order and add a note explaining the return
2. Save the order
3. If this was a "From Inventory" sale: Go to Inventory and manually add the item back to stock if you're returning it to your shelves

The refund is recorded as a separate entry under the original order, preserving accurate financial history for reporting.

Processing an Exchange

Since CloudBridal doesn't have a dedicated exchange button, you'll handle exchanges as a two-step process: refund the original item, then create a new order for the replacement item.

Exchange Process Overview

Important - Inventory Items: If the original order was a "From Inventory" sale, the returned item is not automatically added back to stock. After completing the exchange, go to Inventory and manually adjust the quantity if you're returning the physical item to your shelves. See Handling Inventory below for details.

Step-by-Step: Processing Any Exchange

Step 1: Process the Refund

1. Go to the customer's profile → Overview tab → Payments section
2. Click on the original payment
3. Click Refund and enter the value of the item being exchanged

Step 2: Add a Note to the Original Order

1. In the Orders section, click on the original order
2. Add a note in the Comments field (e.g., "Exchanged for [new item]")
3. Save the order

Step 3: Create the New Order

1. Click New Order
2. Add the replacement item
3. Save the order

Step 4: Settle the Balance

After saving the new order, you'll need to settle the balance. What happens next depends on the price difference:

1. When prompted after saving the new order, click Add New Payment
2. Record a payment for the full price of the new item
3. If the customer is owed money back (new item costs less), either:

• Return the difference via their original payment method, cash, or check, OR
• Create a new payment without selecting an order to keep it as store credit for future purchases

Handling Inventory

From Inventory Exchanges

When exchanging items that came from your inventory:

1. The original item's inventory is not automatically restored when refunded
2. If you're returning the physical item to stock:

• Go to Inventory in the main menu
• Find the item
• Manually adjust the quantity to add the returned item back

Special Order Exchanges

For special orders, follow the same exchange process above. Additionally:

• Not yet placed with vendor: Check if you can cancel or modify the vendor order before placing the new one
• Already placed but not received: Contact the vendor about cancelling or modifying the order
• Already received: Check the vendor's return policy and handle the physical item return separately, or add it to your inventory as stock or a sample

Rental Returns & Exchanges

For rental items, update the Rental Status to "Returned" and set the Returned Date on the order rather than processing a refund.

For rental exchanges:

1. Mark the original rental as "Returned"
2. Create a new rental order for the replacement item
3. If there's a price difference, collect the additional amount or return/credit the difference

Best Practices

• Document everything: Add notes in the Comments field explaining exchange details and reference order numbers
• Same-day processing: When possible, process both the refund and new order on the same day for cleaner records
• Verify inventory: After exchanges involving inventory items, confirm your physical count matches CloudBridal

Updated on: 15/01/2026