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# 处理换货

# 换货状态管理
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_ogb0nh.png)

# 换货管理流程说明
## 买家发起换货申请：
1. 访问品牌退货页面
2. 输入"订单号"和"邮箱/手机号"
3. 找到对应订单后点击"换货"按钮并按照指引操作
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_ot2yrk.png)
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_ezt83m.png)

## 商家处理换货申请
### 查看申请详情
进入管理后台 > 换货标签页，点击具体申请查看详情
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_il3db5.png)

### 批准/拒绝申请
* 可选择"批准"或"拒绝"申请
* 请确保已配置发件人信息并启用所有换货通知模板
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1fqnxaj.png)

## 标记为已收货
收到买家退回的商品后，点击"标记为已收货"
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1bk6ard.png)

## 创建换货订单
批准申请后：
1. 创建换货订单
2. 向客户寄送换货商品
3. 状态自动更新为"商家已发货"
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_t27bgp.png)

## 差额退款处理
若原商品金额高于换货商品金额，需向买家退还差额
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_158oku6.png)

## 完成换货流程
寄送换货商品后，点击"解决"按钮完成流程
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_vyrute.png)
![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1xxzzft.png)

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