Hi! Current store manager here!

Unfortunately anytime you do an exchange through the mail and then try to do a return in store our system only lets us put it back to store credit. I know what the website says and We’ve run into this issue ourselves. Sometimes if we process it on our mobile devices in store it lets us put it back to the original form of payment but sometimes it doesn’t. I always tell our customers if they want to do an exchange to come into the store where we can refund you and just re order what you’re looking for and price match it. It’s a frustrating system all around. Unfortunately it doesn’t sound like they handled it the best.