Once you have created a return - you have two options - create new return or create an exchange:
When creating an exchange you have the option to add additional products to the order, change the qty or change the address.
If you just want to create a carbon-copy exchange just hit the create exchange button in the bottom right hand corner without making any changes.
If you want to change the product the customer is receiving, please first add the new product they require, enter QTY and click add:
Then please remove the original product they returned:
You can then also change the address or courier information by clicking the customer details tab on the right:
Once happy with all the changes made just hit the create exchange button in the bottom right.
The exchange will be in the system with a prefix of EX- added to the order number