Hello there and welcome to the July 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.
Toggle ON/OFF if a Confirmation Eemail is Sent When Closing an RMA (General Availability)
Why the update?
Customer Support Representatives (CSRs) often are contacted by shoppers who have inquiries regarding the automated system generated emails that Returnly sends as RMAs undergo the CSR-driven action of cancelling of a return. This can present additional challenges or touch points for the CSR teams, as they can be directing their time and attention to other customer issues.
With the addition of email control, CSRs now will have the choice on whether or not a manual RMA transition triggers a shopper email or not. Given this new level of discretion and control, CSRs can make that judgement call with all the knowledge and context they may have.
Below is a screenshot of the email control that appears as a CSR is manually cancelling an RMA.
Who does this affect?
All Returnly customers now have this ability.
New Reports Tab and Updated Reconciliation Reports (General Availability)
Why the update?
Reports live in several locations throughout Returnly. The overall experience could be confusing or disjointed for our customers new to the Returnly platform, and resulted oftentimes in simply memorizing where everything was after visiting each section.
With this update, we're now consolidating our reports into one location, while providing additional guidance and context on how to use them within Returnly! Simply click on the new Reports tab on the left-hand menu.
Once you're on the reports page itself, you can click under any of the available titles (as shown in the red boxed area) to access User Guides/Best Practices on how best to utilize each of these reports.
You can also Export individual or as many reports as you want at once. You can select the date range, and then check which reports you wish to receive. Once you click on Confirm, a dialog box appears, notifying you which email address the reports are being sent to.
All reports arrive in a .csv format, perfect for Excel or Google Sheets.
Finally, it's worth noting that Merchants will only see the reports that are available to them, which is dependent on their plan and settings. For example, merchants won't see some Reconciliation reports if they don't have Returnly Credit.
Who does this affect, and when will this update go live?
All Returnly customers will see the new reports location now. The existing reports will remain in their various locations until August 30th before being deprecated and removed.
Zendesk Integration Improvements (General Availability)
Why the update?
Customer Support Representatives (CSRs) on Zendesk often have to dig around in several places in order to get all the information they need when dealing with a support ticket. With our Zendesk integration, CSRs can quickly find relevant information about an order/RMA by looking at our widget, which when installed, appears on the right-hand side of Zendesk. Learn more about our Zendesk integration here.
With this update, we're including even more information than before, so the CSR won't have to click "Open in Returnly" every time for more details.
The following fields were added:
- Instant Credit available
- Instant Credit used
- Product names included in the return
- Order numbers for products that were a part of the return
- Has exchange related to the return (Y/N)
Who does this affect, and when will this update go live?
Returnly customers who are using the Zendesk integration will see the new fields appear now. If you are interested in learning more about the Returnly Zendesk integration, check out this article.
Allowing International Customers to Use the Portal to Submit Their Return (Coming Soon)
Why the update?
International customers can now submit a return using your Return Center portal. 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.
An example of this feature in action, also known as International Basic, is shown below:
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
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 will soon enjoy this improvement. This feature will go live soon; please check back here next week for an update!
Learn more about International Basic here.
In-Store Returns Using QR Code (Coming Soon)
*note* This feature is available to those using FedEx / EasyPost. Looking to switch to FedEx in advance of QR Code Returns? Learn how here.
Why the update?
It's important to shoppers to have as much flexibility and optionality built into how they conduct returns. Any number of barriers between them and completing that return can dramatically reduce the odds of it ever happening. Shoppers without printers or who would prefer to drop off their return packages at a number of convenient locations can now do so!
Conducting a return with a QR code is simple. Towards the end of a normal return flow, a shopper will now have the option to select between Print & Shop, or the new Scan & Go tab in a new Choose your return option step.
After selecting Scan & Go, the shopper then taps on the link to find their closest drop-off location. That pulls up this next step:
Important caveats regarding this feature:
- The only two fields that are supported are RMA and Order numbers. No barcodes or additional text are currently supported at this time.
- If it's your requirement to have barcodes/additional text/packing slips in addition to the two fields mentioned above, it's recommended that you do not adopt QR Code Returns at this time. We are working on further iterations on QR Code Returns, so those additional fields/features may be supported in the future. We will update this page as they come.
Who does this affect?
This feature is currently available to opt-in to for our customers who are leveraging FedEx as their shipping carrier and EasyPost as their broker. If you meet those requirements, you also must have Returnly enable this feature for your account in order for QR Code Returns functionality to appear. If it hasn't been enabled, you can reach out to your Onboarding Project Manager, Customer Success Manager, or Merchant Care team member to get this done. To read about this feature more in depth, please read this article.
When will this update go live?
You will be able to opt-in to this feature very shortly. Please check back in here for an update next week!
New Product Cards for Returns, Variant Exchanges and Shop Collections (Coming Soon)
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 last month 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!
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 could look like.
Below is an example of what the improved Shop Collections experience could look like.
Who does this affect?
Any customer who wants to opt into this experience will be able to do so soon - we will provide a wizard/migration tool to allow you to make the transition in a seamless and instant manner. 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!
When will this update go live?
We are anticipating to have this available for customers to opt-in to at the very end of July, or in early August. As stated above, we will provide detailed instructions and a guided experience that will make the transition easy as 123!
Returnly Credit for Shopify Non-Plus Merchants (Coming Soon)
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 will be soon available for Returnly Premium customers that are using Shopify (non-plus).
When will this update go live?
This feature should be available for that above segment at the beginning of August. Check back here for updates!
Webinar: Summer 2021 Releases & Roadmap Preview
Returnly's Summer 2021 release will provide customers a current and forward look into improvements and new capabilities we've released and have planned over the coming months. While you saw a decent portion of the updates above, there is still so much more yet to come.
Watch this on-demand webinar to get those delectable details, which will be made available on July 29th. Register here.
