Contents
- How Can I Offer Exchanges Moving Forward?
- Recommendation: Providing Your Customers Messaging Regarding Exchanges
As we've been communicating continuously over the past months, all Returnly merchants will be transitioned to the latest version of our Return Center experience starting March 1st, 2022. For anyone still using our Manual Exchange experience (there are very few left!) and after your account has transitioned to the latest Return Center experience, your shoppers will no longer be able to select the checkbox indicating they would like to exchange.
As a result, your Manage Returns page will no longer indicate an Exchange.
How Can I Offer Exchanges Moving Forward?
If you are reliant on the manual exchange experience and need to prepare your store for the new Return Center transition, we suggest you do the following:
- If you would like to stay on a month-to-month plan, we suggest making adjustments to your return policy page communicating how shoppers can make an exchange moving forward. Take a look in the next section for recommendations.
- Upgrade to an annual plan and get automated exchanges (plus an API token, analytics, and so much more!). With an annual plan, your customers can exchange for a different size, color or new product altogether before being offered a refund. We sync with your inventory so customers always see what's in stock, and place the replacement order automatically based on the trigger event of your choice. Please contact your Customer Success Manager for more details.
Recommendation: Providing Your Customers With Messaging Regarding Exchanges
Ask your customers to manually enter exchange information. You can update the default text in your returns/exchanges workflow and ask your customer to identify which items are intended to be exchanged.
In your Returnly Dashboard, navigate to Customize (1), then the Custom Text tab (2), then Return Summary menu item (3).
Scroll down to the Label and Optional text-fields which have "Additional Feedback" and "What can we do to make your experience better? (optional)" and update the default text to include instructions (an example provided below) for your customer to identify that they would like to exchange their item. You can preview the text changes on the mobile device shown within Returnly after hitting Save.
Example text: “If you'd like to exchange your item for a different color or size, please type in “exchange,” the name of the item, and the size and/or color you’d like to exchange it for.”
You can see an example of the modifications in the preview shown here:
Note: This solution will not allow you to see, at a glance, which items are exchanges and which are returns, but when reviewing individual RMAs you’ll be able to see the additional text your customer has left, indicating that an exchange needs to be made.
If this solution does not seem scalable for your business, we’d love to show you how upgrading to automatic exchanges can simplify your exchange process. Send an email to support@returnly.com and someone will be in touch with you shortly.
