Exchange Anywhere · Cross-Channel Exchange¶

Customer exchanges an item purchased in any channel at any supported touchpoint. The original item is received back into the reverse flow while a replacement item is sold through a new exchange order, with any price difference settled during the same interaction.


Domains	`customer` · `order` · `payment` · `fulfillment` · `store`
Actors	`customer` · `store-associate` · `customer-service`
Process	Exchange Anywhere
Capabilities	10
Steps	11
Events	20
Lifecycles	8
Min UCMI	`3.0`

⚙️ Step-by-Step Flow¶

#	Step	Actor	Lifecycle	State Change	Event
1	Request exchange	customer	`exchange-lifecycle`	→ requested	`exchange-requested`
2	Validate return eligibility	store-associate	`return-lifecycle`	requested → approved	`return-approved`
3	Receive and inspect original item	store-associate	`return-lifecycle`	approved → received → inspected	`return-received` · `return-inspected`
4	Check replacement availability	system	`basket-line-lifecycle`	candidate → sourceable	`inventory-checked`
5	Add replacement item to exchange basket	store-associate	`basket-line-lifecycle`	sourceable → added	`basket-updated`
6	Reserve replacement inventory	system	`basket-line-lifecycle`	added → reserved	`inventory-reserved`
7	Start exchange checkout	store-associate	`basket-lifecycle`	open → locked	`basket-checkout-started`
8	Calculate difference and settle payment	system	`price-list-lifecycle`	draft → calculated	`price-calculated`
9	Process exchange settlement	system	`payment-lifecycle`	captured → refunded	pending → captured
10	Create exchange order and route fulfilment	system	`order-lifecycle`	draft → confirmed	`exchange-authorized` · `order-created` · `order-confirmed` · `basket-converted`
11	Release replacement fulfilment	system	`fulfillment-order-lifecycle`	created → allocated → dispatched	`order-routed` · `fulfillment-order-created` · `inventory-allocated` · `exchange-completed`

⚡ Event Sequence¶

exchange-requested → return-approved → return-received → return-inspected → inventory-checked → basket-updated → inventory-reserved → basket-checkout-started → price-calculated → payment-authorized → payment-captured → payment-refunded → exchange-authorized → order-created → order-confirmed → basket-converted → order-routed → fulfillment-order-created → inventory-allocated → exchange-completed

🔄 Lifecycles Involved¶

🧩 Capabilities Required¶

Capability
`returns-management`	Returns Management
`exchange-management`	Exchange Management
`inventory-visibility`	Inventory Visibility
`basket-management`	Basket Management
`inventory-reservation`	Inventory Reservation
`checkout`	Checkout
`pricing`	Pricing
`payment-processing`	Payment Processing
`order-management`	Order Management
`order-orchestration`	Order Orchestration

🖥️ Application Coverage¶

Applications that implement the capabilities required by this scenario.

Capability	Implementing Applications
`returns-management`	FMS · POS
`exchange-management`	FMS
`inventory-visibility`	Inventory Service
`basket-management`	POS · eCommerce Platform · Clienteling App
`inventory-reservation`	Inventory Service
`checkout`	POS · eCommerce Platform · Associate Workspace
`pricing`	Promotion Engine
`payment-processing`	POS · Payment Hub
`order-management`	OMS · eCommerce Platform
`order-orchestration`	OMS

📊 Readiness by Profile¶

Capability readiness across assessment profiles.

Profile	Capabilities Met	Avg Score	Ready?
Acme Electronics	5/10	1.8	❌
BuildPro Trade	7/10	2.6	❌
Flash Delivery	7/10	2.4	❌
Luxe Maison	4/10	1.7	❌
Metro Fresh Group	5/10	2.0	❌
Stella Fashion Group	6/10	2.4	❌
Reference Tier 2 Non-food Retailer	7/10	2.4	❌

✅ Preconditions¶

Original sale can be located and is eligible for exchange
Replacement assortment is published and saleable in the current touchpoint
Touchpoint can take or refund payment as needed
Return handling policy supports cross-channel exchanges

🎯 Success Criteria¶

Customer can exchange regardless of original purchase channel
Replacement inventory is reserved before commercial confirmation
Financial delta is settled during the same interaction
Original return and replacement order remain linked for audit and analytics

⚠️ Failure Modes¶

Original order cannot be found or is outside policy
Replacement item becomes unavailable before reservation completes
Payment refund and upcharge logic fails for split tender scenarios
Returned item fails inspection after replacement has been selected

UCMI Requirements¶

Minimum UCMI Score: 3.0

Capability	Minimum Level
`returns-management`	🟡 3
`exchange-management`	🟡 3
`inventory-visibility`	🟠 2
`basket-management`	🟠 2
`inventory-reservation`	🟡 3
`checkout`	🟠 2
`pricing`	🟠 2
`payment-processing`	🟡 3
`order-management`	🟡 3
`order-orchestration`	🟡 3

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