What case do you open for an exchange?

[kensgiftshop]

I have a customer that says an item isn't working and wants to exchange it insted of a refund.
I'm Ok with that, but never did an exchange before.
What kind of a case does the customer choose for the exchange.
I've never returned anything, so I'm not sure what choices the buyer has?

[stuff4divas]

They pick 'doesn't work or defective' for the reason. Once you receive it back, send the new one and once the buyer receives it and is satisfied, they can close the return.

[kensgiftshop]

OK thanks, I'll let them know.

[hafoster]