Hello there and welcome to the September Product Update page! We'll be going over new & upcoming features, updates, and improvements to Returnly below.
*Note: The contents of this page are subject to change within the month that it has been published in. Please check back if there is a pending status on any of these product updates.
Returnly Credit Now Available for Shopify Non-Plus Subscriptions (General Availability)
Why the update?
Previously, only Shopify Plus merchants were able to leverage our Returnly Credit add-on, which powers features and actions like refunding to gift cards, Shop Collections, and Instant Credit. Now, we're expanding the functionality so Shopify Non-Plus merchants can enjoy these powerful offerings.
Learn more about Returnly Credit here.
Who does this affect?
The Returnly Credit add-on is available for Returnly Premium customers that are using Shopify (non-plus). If you are interested in learning more about the features, changes, and FAQs regarding this feature, click here.
Additional Return of Repurchase (RoR) and Return on Exchange (RoE) fields in RMA Details (General Availability)
Why the update?
Identifying returns of repurchases and returns of exchanges just got way less complicated! Returnly now allows you to see if a return item is an RoR or RoE, within the RMA details.
No more toggling back and forth between Shopify, your CRM, and Returnly. We’ve put the information you need in one, easy-to-access location so that you can answer customer questions faster and take action on these tricky returns. You can now:
- View whether a return line item was a Return of Repurchase (RoR) or Return of Exchange (RoE), along with its status
- View the original order number for the RoR or RoE
Take a look at our Knowledge Center article for more information about Refunding a Return of Repurchase (RoR) or Return of Exchange (RoE)
Who does this affect, and when will this update go live?
All merchants who have Returnly Credit enabled will be able to see these additional fields when viewing RMAs now.
Issue Refund on Carrier Scan (General Availability)
Why the update?
You’ve now got more options when it comes to issuing refunds. In addition to utilizing Returnly’s auto-settlement feature to refund shoppers after a return has arrived to your warehouse, you can now choose to automatically refund shoppers the moment they drop their packages off at the carrier! Prioritize your customers getting refunded sooner with this free, new feature.
** If you choose to enable this feature, you’ll be giving up the ability to verify the contents of each package before issuing your customers a refund. All items in the RMA will be fully refunded as soon as the label is scanned by the carrier. Returnly will not not assume liability for fraudulent returns.
Who does this affect, and when will this update go live?
All Returnly customers can enable this feature if they choose to do so. Visit our Knowledge Center for more information or contact your Returnly CSM to get this feature enabled.
Allowing International Customers to Use the Portal to Submit Their Return (General Availability)
Why the update?
International customers can now submit a return using your Return Center portal (also known as our International Basic experience). Previously, international customers were not able to proceed past this point and were required to contact your support team. Now, customers will be shown instructions on how to mail back their return with your default warehouse location shown. This feature does not support generating international labels and customers are responsible for purchasing their own label and customers forms to complete the return.
How do I change the return shipping location shown?
- You are able to customize the International Basic experience within the Return Confirmation page. This can be done under the merchant Dashboard > Customize > Return Confirmation. Screenshots and more detailed instructions can be found in our full article here.
What return shipping location is shown by default for international customers?
- As a default, we display the default warehouse or the warehouse of the tag in the message. However, there will be the editable "International customers" field with the default text being: "You're almost done! Please send your package back via the carrier of your choice by {date}. We recommend you send your package via a trackable method. Please send your package to:"
Below is a template that you can use (simply copy and paste this) on your Returns Policy page:
How can I make an international return?
To initiate an international return please start your process here by entering the email address you used on the original purchase. Follow the steps and once complete, please ship your items to the address displayed. At this time we do not offer exchanges on international orders and any shipping costs are the responsibility of the purchaser.
Who does this affect, and when will this update go live?
All of our customers can take advantage of this feature now.
Learn more about this feature, also known as International Basic, here.
New Product Cards for Returns, Variant Exchanges and Shop Collections (General Availability)
Why the update?
We have been working on overhauling the general look and feel of Returnly for some time now. Many of you saw our new Returns Center customization tools that we released recently and jumped right in. In this portion of our overhaul, we'll be updating some of the visuals that shoppers go through when initiating a return, exchanging for a variant, or when they shop collections. More specifically, the product cards will be enjoying a refresh! The video below goes over it at a high level:
Currently, our product cards look like this:
While functional, there may be too much information and optionality for a user, which could lead to unintended actions or errors when going through those flows. The new experience would largely eliminate this, by adding more context only when and where appropriate, and by focusing on single items presented in a visually appealing way with more real estate dedicated to whatever step of the flow you are on. Actions and buttons would have more intuitive placement as well.
Below, you have an example of what a product card for a return would look like.
Below is an example of what the improved Shop Collections experience could look like.
When is this feature available and who does this affect?
Any existing customer who wants to opt into this experience can do so now; all new customers will start on this experience. It is our intention to get everyone on the new experience, but we will be intentional and conscientious on how and when we do this so that all of our customers are comfortable with these changes when it is time for them to switch over. Stay tuned for further communications on this!
New Exchange on Scan (EoS) Net Sales Report (Coming Soon)
Why the update?
Current, merchants use the Net Sales Summary report from Returnly to be able to tie the repurchase / exchange order to the original order. It's a manual process that can introduce errors or inaccuracies. This new report, Exchange on Scan Net Sales, cuts down on such errors and gives merchants what they need to properly reconcile. The available fields in the report are:
- New Order ID
- Date of new order ID
- RMA #
- Adjusted total sales
- Original ID
Who does this affect?
Merchants using Exchange on Scan will have access to this report.
When will this update go live?
End of September/beginning of October. We will update this section once the feature has been released.
Webinar: Optimizing Your Ecommerce Operation for BFCM (Black Friday Cyber Monday 2021)
When: Thu, Sep 30, 2:00 PM (EDT)
With BFCM (Black Friday / Cyber Monday) right around the corner, now is the time to start planning and optimizing your website to win big this year. With some exceptions, conversion rates for sales typically spike during BFCM. It’s not uncommon for a company to make more than 30 percent of its yearly profits. Early planning is crucial if you want to make the most of BFCM and finish strong, and a huge part of being prepared is to ask uncomfortable questions.
In this webinar hosted by our partner Gorgias, Returnly, ShipBob, Linnworks, and LateShipment join forces to give you insight on what you should be doing to prepare for yourself for this upcoming high season.
- Discover everything you need to know this year so your brand is in a better position to succeed.
- Gain knowledge from experts about addressing the biggest opportunities and most challenging issues you’ll probably encounter.
- Uncover critical actions you can take now, so your brand hits the ground running and avoids last-minute scrambling.
Register for the event here.
