Extended Exchanges

  • Updated

Contents

  1. Overview
  2. Terms & Definitions
  3. Benefits
  4. Setting up
  5. Workflow
  6. Return Manager
  7. Considerations
  8. Reporting

Instant Exchange denied shoppers now eligible to exchange.

Overview

Extended Exchanges is available to Instant Exchange merchants on Shopify and Shopify Plus platforms. 

With Extended Exchanges, you can offer exchanges to a wider range of  customers, including those who are not eligible for Instant Exchanges.

What changed?

Before, those customers who were denied Instant Exchanges could only make a return; now, they are eligible for exchanges. Those Automated Exchange orders are placed after a return is scanned with the carrier.

Terms & Definitions

The table below defines terms used throughout this article.

Term

Definition

Instant Exchange
  • With Instant Credit, merchants can offer Instant Exchanges on customers' return with Returnly taking on 100% of the product and return risk of the original order.

Automated Exchanges 
  • Exchange order placed upon carrier's scan: Exchange on scan

Extended Exchanges
  • Exchanges to more customers, including those who are not eligible for Instant Exchanges.
  • Note: Return of Repurchase or Return of Exchange would not be eligible for Extended Exchanges as they're limited to one exchange per original order item.

Benefits

  • By offering more customers the option to exchange their return for a new product, this will increase your revenue potential.

Note: As previously-denied Instant Exchange customers will have Automated Exchanges, there might be instances where out-of-stock exchanges might happen as the new exchange order would not put a hold on inventory. 

Setting up

Return Reasons

  • Ensure the appropriate Return Reasons are configured with Exchanges enabled.
  • On your Return Manager, visit your Return Settings and access your Return Reason Library. 

return_reason_library_exchanges.png

Note: Your customers will have the option to exchange through Shop Collections (Variant exchanges are also supported).

Workflow

Your shopper return experience remains the same, with the exception of the follow-up email and the return confirmation page.  

returns_and_exchanges.png

  • Follow-up email

In the follow-up email customers receive after initiating a return, they will be informed that this Extended Exchange will be processed once the item is scanned with the carrier.

"Your exchange order will be placed after you have put your item(s) in the mail".

extended_exchanges_confirmation_email.png

  • Confirmation page

In addition, on the confirmation page, customers will be able to see when they need to ship their item back for the exchange to be valid. 

extended_exchanges_confirmation_pge.png

Return Manager

On your Return Manager, Manage Returns and RMA Details page:

  • A new field indicates whether the exchange is considered to be an Instant Exchange or an Automated Exchange (based on the carrier's scan).

On your Manage Returns page, you will be able to identify the type of Exchange under Exchange Type.

  • Instant (when Instant Credit is issued)
  • Automated (Exchange on scan)

extended_exchanges_manage_returns.png

In addition, under Refund (amount due), the check-marked wallet will be shown when a customer has been issued an Instant Credit voucher; it doesn't show up for an exchange. 

Note: If the Instant Credit is not used, the refund will go back to the Original Payment Method or Gift Card. 

extended_exchanges_refund.png extended_exchagnes_refund_column.png
Instant Credit issued  Exchange 

 

On the RMA Details page, the Exchange type will be shown under your customer's name. 

extended_exchanges_type_RMA_details.png

Considerations

With Extended Exchanges:

  • Returnly is not offering credit.
  • No invoice will be sent to the merchant.
  • No commission will be charged.
  • When a customer exchanges for a different product using Shop Collections, any uplift payment will be charged when the exchange order is created (after the return shipment has first been scanned as "In Transit" by the carrier).
  • In the Customer section, an Extended Exchange would be classified as an "Automated" type and also reflect a "Pending" status, indicating that the exchange order will be created after the return has been shipped.

extended_exchanges_considerations.png

 

 

Reporting

Download Reports

Accounts Receivable

  • NO line item since we will not be sending money/invoicing the merchant for this exchange

Accounts Payable

  • No line item since Returnly will not be sending money/invoicing the merchant for this exchange.

Exchange on Scan

  • Add a line item with no new columns.

Gross-to-Net Sales

  • Add a line item with no new columns.

Gift Cards

  • Add a line item with no new columns.

Billing

  • No line item since Returnly will not be invoicing the merchant for this exchange.

This feature would be available for accounts on Shopify and Shopify Plus and can be configured by reaching out to our Merchant Care team (support@returnly.com). For merchants who onboarded before 7/6/2022, the feature will be automatically enabled.

 

Not a Returnly customer? Contact sales@returnly.com to learn more.

 

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+ Related: Customizing your Preferred Return Reason Configuration

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