# Exchanges Lifecycle

Exchanges involve customers purchasing a new item as a replacement for a returned one. Our customers use Loop as their RMS to process the returned item and create a new exchange order on eCommerce platform.

For both web returns and in-store exchanges, HotWax Commerce being an OMS takes the responsibility of downloading and processing new exchange orders from eCommerce as well as synchronizing them with ERP systems such as NetSuite.

We are currently in the process of designing the workflow for in-store exchanges when Shopify POS is used. In the meantime, let's delve into how the lifecycle of web and in-store exchanges is managed with these systems in play:

<table data-view="cards"><thead><tr><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td>Web exchanges with Loop</td><td><a href="/pages/h476ziqqcRqOn8GI7mVl">/pages/h476ziqqcRqOn8GI7mVl</a></td></tr><tr><td>In-store exchanges with Loop</td><td><a href="/pages/SOmGhLTgoYIeeomj7cUH">/pages/SOmGhLTgoYIeeomj7cUH</a></td></tr></tbody></table>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.hotwax.co/documents/learn-hotwax-oms/business-process-models/exchanges-lifecycle.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.