Counter Swap (In-Store Replacement)
Process in-store product replacements using the Counter Swap workflow, from swap to disposition.
The Counter Swap workflow handles in-store product replacements where a customer brings in a faulty item and receives a replacement on the spot. The original faulty item then goes through an internal diagnostics and disposition process.
When to Use Counter Swap
Use Counter Swap when:
- A customer is physically in your store with a faulty product
- You want to provide an immediate replacement rather than sending the item away
- The item needs internal diagnostics after the swap
Counter Swap RMAs use a SWP- prefix (e.g. SWP-00012) to distinguish them from standard returns (RMA-).
Counter Swap Workflow
Create the Counter Swap
- Go to Create RMA
- Select Counter Swap as the return method
- Search for the customer's order
- Select the faulty item being returned
- Choose the replacement product to hand to the customer
- Enter a fault description
- Submit the RMA
Begin Diagnostics
After creation, the RMA enters Counter Swapped status. The customer has already left with their replacement.
- Open the SWP RMA from the list
- Click Begin Diagnostics
- Enter diagnostic notes describing the fault findings
- Record fault codes if applicable
Begin Repair or Skip
Once diagnostics are complete, the item moves to Offline Diagnostics status.
Option A: Begin Repair
- Click Begin Repair
- Assign a technician
- Add repair notes
Option B: Skip Repair
- Click Skip Repair (Set Disposition) from the secondary actions menu
- Proceed directly to setting the final disposition
Set Disposition
After repair (or skipping it), choose what happens to the faulty item:
| Disposition | When to Use |
|---|---|
| Restock (Master) | Item is repaired and ready to sell at the primary location |
| Restock (Child) | Item is repaired and ready to sell at the originating store |
| Write Off | Item cannot be repaired or resold |
| Return to Supplier | Item needs to go back to the manufacturer |
- Click Set Disposition
- Select the appropriate disposition
- Add any final notes
Close the RMA
Once the disposition is set, the RMA moves to Offline Resolved.
- Click Close RMA to finalise
- The RMA moves to Offline Closed status
Status Flow
Counter Swapped → Offline Diagnostics → Offline Repair → Offline Resolved → Offline Closed
↘ (Skip Repair) ↗
Status Reference
| Status | Description | Primary Action |
|---|---|---|
| Counter Swapped | Customer received replacement, faulty item in hand | Begin Diagnostics |
| Offline Diagnostics | Item under internal assessment | Begin Repair / Skip Repair |
| Offline Repair | Item being repaired by technician | Set Disposition |
| Offline Resolved | Disposition set, ready to close | Close RMA |
| Offline Closed | Complete | Reopen (if needed) |
Diagnostics Section
During the Offline Diagnostics and Offline Repair stages, the Diagnostics Section on the RMA detail page is editable. Use it to:
- Record fault codes and findings
- Document the item's condition
- Note any parts replaced during repair
- Attach photos of the fault
Complete diagnostics thoroughly before moving to repair. This data helps identify recurring product issues and informs supplier conversations.
Reopening a Closed Counter Swap
If you need to revisit a closed Counter Swap RMA:
- Open the RMA
- Click Reopen RMA
- The RMA returns to Offline Resolved status
- Make any changes and close again when done