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How do we make a return request for E-Commerce?

I am working on an e-commerce project where it is required that the customer create a return request for the goods he purchased or request to replace it with another product (eg. another size), as we create a sales order.
I am thinking of several solutions to this matter, for example modifying the sales order or creating a new doctype to represent the return request
What are your experiences in the process of return or exchange? What is the best way to handle this?

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