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Occasionally, due to a variety of circumstances (such as if a shopper changes their mind, or a specific order is no longer in inventory for fulfillment), repurchase orders and exchanges with Shop Collections (shopper selects a completely different product) need to be cancelled or adjusted, prior to fulfillment. We'll describe what you (the merchant admin, merchant care team member, etc) would have to do to resolve these issues within these 2 main scenarios:
Product Exchange without Uplift (Shop Collections flow)
When a shopper has proceeded with a true Product Exchange (completely new item; not an exchange for a size/variant, and the item is the size price), the merchant can take action in Returnly or in Shopify for the value of the product exchange item(s):
In Returnly
You (the merchant) can initiate a Return of Exchange (RoE) RMA for the exchange order item(s). With the RoE RMA created, your team can then transition the RMA to the Delivered status using the “Item(s) Delivered” button. With the RMA in a Delivered status they can settle the RMA in Returnly, thus triggering an automated refund back to the shopper’s original form of payment on the original order in Shopify for the value of the exchange (whether equal to or below the value of the original items returned for exchange).
In Shopify
You can cancel/void the repurchase order in Shopify. Once canceled, you can manually issue a refund to the shopper’s original payment method on the original order (included in the repurchase order Notes field) for the value of the exchange products, whether equal to or below the value of the original items returned for exchange.
Repurchase with Uplift
Product exchange w/ uplift ('Deduct from Refund' in returns flow, and paid to merchant via Stripe)
When a shopper has proceeded with a Product exchange w/ uplift captured in the Return Center flow the only recommended path is to initiate an Return of Exchange (RoE) RMA, as a refund in Shopify to the original and exchange order will not lead to a refund of the uplift payment captured and transacted to the merchant via Stripe.
In Returnly
The merchant will need to initiate a Return of Exchange (RoE) RMA for the exchange order item(s). With the RoE RMA created, the merchant’s team can then transition the RMA to the Delivered status using the “Item(s) Delivered” button. With the RMA in a Delivered status they can settle the RMA in Returnly, thus triggering an automated refund back to the shopper’s original form of payment on the original order in Shopify as well as automatically triggering a refund for the uplift payment captured by Returnly during the Shop Collections exchange flow.
On your Return Manager, select Manage Returns.
- Create a return.
- Enter either the customer's email address or the order number.
- Once the RMA (Return Merchandise Authorization) is created, access the In Transit tab, and select the RMA.
- On the RMA Details page, transition the return to Items delivered.
Note: Ensure you have received the items from the customer.
- Once done so, the RMA can be processed.
>> Related: If you aren't using Shop Collections, view this article on learn how to manage cancelled or adjusted repurchases and exchanges for standard repurchases and exchanges.
>> Learn more on Return of Exchanges here.
