Contents
- How to Enable Free Shipping
- Video Walkthrough
- Customer Journey: Scenarios
- When Free Shipping is toggled on
- When Free Shipping is toggled off
- Multi-Product RMAs: When Free Shipping is toggled on and off
When customers receive a wrong item or the item was defective, they can now ship that return for free without the need of reaching out to merchants to manually refund those RMAs (Return Merchandise Authorizations).
The reasons your customers select to return an item determines how they will experience the return flow at your store. By making it easier for customers to either exchange a defective item for a new one or return a product that did not match their expectations, you are delivering customer experiences that meet their needs while reducing operational overhead.
How to Enable Free Shipping
- On your Return Settings page, access Return Reasons.
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When you click Edit on one of any return reason, there is a toggle switch for Free Shipping for Returns.
- The Free Shipping toggle will show on the parent return reason.
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Once you have clicked Save, Free Shipping will show a check mark for the return reason.
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You can add new reasons and automatically toggle on Free Shipping for Returns.
Video Walkthrough
Customer Journey: Scenarios
The following scenarios will help you set your return reasons by addressing the following:
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Return reason
-
If the Free Shipping setting is toggled on or off
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If it is a Return or an Exchange
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Outcome: whether the return will have free shipping or not
When Free Shipping is toggled on
|
Return reason: “Defective” Free shipping for return: Toggled on Customer returns item |
Scenario:
- Customer initiates return
- Clicks on $100 Shirt product card
- Views list of Return Reasons
- Selects Defective
- Views option for Return or Exchange
- Selects Return
- Views Estimated Refund page
- Customer has free shipping (due to waived shipping) and is owed $100 refund
Outcome:
- Free return shipping
|
Return reason: “Defective” Free shipping for return: Toggled on Customer returns item |
Scenario:
- Merchant adds a shipping tag to the product: desk
(to charge $99 return shipping for the desk as it requires a much more expensive shipping label)
- Customer initiates return
- Clicks on $750 Heavy Desk product card
- Views list of Return Reasons
- Selects Defective
- Views option for Return or Exchange
- Selects Return
- Views Estimated Refund page
- Customer has free shipping (due to waived shipping tag) and is owed $750 refund
Outcome:
- Free return shipping
|
Return reason: “Not what I expected” Free shipping for return: Toggled on Customer returns item |
Scenario:
- Customer initiates return
- Clicks on $100 Shirt product card
- Views list of Return Reasons
- Selects Not what I expected
- Card flips over and customer can only return for money back since exchange is not offered
- Views Estimated Refund page
- Customer has free shipping (due to offer) and is owed $100 refund
Outcome:
- Free return shipping
|
Return reason: “Try a different size” Free shipping for return: Toggled on Customer exchanges item |
Scenario:
- Customer initiates return
- Clicks on $100 Shirt product card
- Views list of Return Reasons
- Selects Try a different size
- Views option for Return or Exchange
- Selects Exchange
- Views Estimated Refund page
- Customer has free shipping (due to exchange)
Outcome:
- Free return shipping
|
Return reason: “Defective” Free shipping for return: Toggled on Customer exchanges item |
Scenario:
- Customer initiates return
- Clicks on $100 Shirt product card
- Views list of Return Reasons
- Selects Defective
- Views option for Return or Exchange
- Selects Exchange
- Views Estimated Refund page
- Customer has free shipping (due to exchange)
Outcome:
- Free return shipping
|
Return reason: “Defective” Free shipping for return: Toggled on Customer returns item (International Return) |
Scenario:
- International Customer from Spain initiates return
- Clicks on €100 Shirt product card
- Views list of Return Reasons
- Selects Defective
- Views option for Return or Exchange
- Selects Return
- Views Estimated Refund page
- Customer does not have free shipping, €20 shipping fee is deducted from the €80 refund
Outcome:
- Not free return shipping due to cross-border fees that are still required from the customer
When Free Shipping is toggled off
|
Return Reason: “Changed my mind” Free shipping for return: Toggled off Customer returns item |
Scenario:
- Customer initiates return
- Clicks on the $100 Shirt product card
- Views list of Return Reasons
- Selects Changed my mind
- Card flips over and the customer can only return for money back since exchange is not offered
- Customer views Estimated Refund page
- $5 shipping fee will be deducted from the $95 refund
Outcome:
- Not free return shipping
|
Return reason: “Try a different size” Free shipping for return: Toggled off Customer returns item |
Scenario:
- Customer initiates return
- Clicks on $100 Shirt product card
- Views list of Return Reasons
- Selects Try a different size
- Views option for Return or Exchange
- Selects Return
- Views Estimated Refund page
- $5 shipping fee will be deducted from the $95 refund
Outcome:
- Not free return shipping
Multi-Product RMAs: When Free Shipping is toggled on and off
| Multi-product RMA |
|
Item no. 1, Return reason: “Defective” Free shipping for return: Toggled on Customer returns item |
Item no. 2, Return reason: “Changed my mind” Free shipping for return: Toggled off Customer returns item |
Scenario, item no. 1:
- Customer initiates return
- Clicks on Product A $100 Shirt
- Selects Defective (free shipping for return reason) and Return
Scenario, item no. 2:
- Customer initiates return
- Clicks on Product B $50 Belt
- Selects Changed Mind (not free shipping return reason) and Return
- Views Estimated Refund page
- Customer has free shipping (due to at least one product in the RMA with the free shipping for return reason)
Outcome:
- 1 shipping label is generated
- Free return shipping due to "Defective"
| Multi-product RMA & Multi-shipping-label RMA |
|
Item no. 1, Return reason: “Defective” Free shipping for return: Toggled on Customer returns item |
Item no. 2, Return reason: “Changed my mind” Free shipping for return: Toggled off Customer returns item |
Scenario, item no. 1:
- Customer initiates return
- Clicks on Product A $100 Shirt
- Selects Defective (free shipping for return reason) and Return
Scenario, item no. 2:
- Clicks on Product B $50 Belt
- Selects Changed my mind (not free shipping return reason) and Return
- Views Estimated Refund page
- Customer gets free shipping for "Defective" return reason, but not free shipping for "Changed Mind" return reason.
- Views RMA Confirmation page
- Customer gets free shipping for "Defective" return reason, but there is a $5 shipping fee for "Changed Mind" return reason.
Outcome:
- 2 shipping labels are generated
- 1 free shipping and 1 shipping fee
Note: There are different factors that could determine the number of shipping labels being generated; those could range from the type of product and the warehouse(s) to which those items are shipped, as well as the shipping tags.
