Hello there and welcome to the June 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.
New Return Center Start Page & Customization Controls (General Availability)
We'll migrate stores on a rolling basis and will alert you in advance when available for your return center.
Why the update?
We’ve completely revamped our Return Center start page and back-end customization tools allowing you to brand, style, and adjust copy for your Returns Center homepage in an easy, intuitive, and self-service way.
First, is the new shopper experience. Our new design allows you to easily extend your brand beyond the purchase with a responsive, modern, and easy-to-use page to start the return.
Next, are the new Brand Assets tools. Located in the Customize tab, and under the Brand Assets sub-tab, you can now easily control brand elements, upload custom backgrounds, modify buttons, text, and more.
Additionally, there is a dynamic preview element that allows you to see what your Returns Center experience (all parts of the flow) looks like on a mobile device, tablet, or desktop, to your shoppers. To read more about customizing the look and feel of your Return Center, visit this article.
We also streamlined the pages that you can edit in the Custom Text section. We re-organized and consolidated the amount of pages you can edit from 17 down to 10 in a way that is more user friendly, without the loss of functionality.
For detailed instructions on what you can do on each of these 10 pages, please click through to this article.
Who does this affect?
All new customers after 6/7/21 will automatically start with this enhanced experience.
When will this update go live?
This update is live now for new customers. A migration plan for customers on the existing experience will take flight soon, which a guided wizard that will make the transition painless. Please be patient as we work to get everyone on the new and improved experience!
Drag-and-Drop Shop Collections Ordering (General Availability)
Why the update?
As merchants continue to curate and expand the amount of collections they within their storefronts, it can get increasingly difficult to manage them within the Returns Manager, especially if they are static and listed in alphabetical order.
Now, merchants will be able to drag-and-drop collections into their preferred order within the Returns Manager. Active collections (toggled to the 'on' position) will have an icon to the left of the collection, which indicates that they can be reordered by drag-and-drop. As an example, this can help keep things like seasonal collections that you want to pay more attention to towards the top, while one-off collections can be moved further down.
To reach this area, click on the Returns Policy tab on the left-hand menu > click on Shop Collections tab near the top. The new ordering is automatically saved.
Who does this affect?
All merchants using Shop Collections will enjoy this update.
When will this update go live?
This feature is live now.
Free Shipping Based on Return Reasons (General Availability)
Why the update?
There are instances where shoppers receive an item that is damaged or broken, and return it for the reason defective. The current return policy charges the shopper shipping regardless of the reason, which can be seen as being penalized for something that isn't their fault. In response to that, the shopper can also reach out to the merchant for a refund, causing the merchant to manually refund the RMA, often externally, causing support overhead.
To account for this previously, merchants would have to reach out to Returnly in order to apply specific tags to items, which can also be a manual and involved process.
By allowing merchants to apply free shipping to specific reasons themselves, it creates a better shopper experience and reduces the operational overhead.
To set a reason up for free shipping, visit the Returns Policy page. After scrolling down through some return policy configuration options, you'll see the Reasons for returns section
You can add a new reason and toggle on the Free Shipping for Returns, or edit an existing reason, and toggle it on there as well.
After saving the configuration change, you'll now see a small icon next to the reason (a strike-through a dollar sign), indicating that there is no longer a shipping fee associated with a shopper selecting that reason.
Who does this affect?
All customers will can enjoy this enhancement.
When will this update go live?
This feature is live now.
Sub-Reasons available in API (General Availability)
Why the update?
Many of our customers get a lot of value by leveraging our API, especially when extracting insights from high volumes of data. A valuable piece of information that wasn't passed through our API were sub-reasons, which often provides further depth and nuance as to why a return happened. Prior to this update, customers would have to export reports from Returnly and merge that data with what was pulled from the API. Now, that extra step of merging that information a thing of the past!
Who does this affect?
This enhancement is now available for all merchants who have access to our API.
When will this update go live?
This feature is live now.
QR Code Returns (Beta/Early Adoption)
Why the update?
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note* This feature is available to those using FedEx / EasyPost. Looking to switch to FedEx in advance of QR Code Returns? Learn how here.
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:
Who does this affect?
This feature is currently available to opt into 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 our merchant care team to get this done. To read about this feature more in depth, please read this article.
When will this update go live?
You can opt into this feature now.
International Basic (In development)
Why the update?
International Basic would allow for merchants without International return policies to still inform their shopper on how to return their products back to the merchant without generating labels and custom forms for them. An example screen is shown below:
Who does this affect?
All of our customers will enjoy this improvement.
When will this update go live?
This feature will go live soon; please check back!
Webinar: Optimizing Your Customer Experience Program with Returns CSAT
Why and how are Returns CSAT (Customer Satisfaction) surveys useful? Analyzing and leveraging CSAT data is often an overlooked process; neglecting that can be costing you money and customers. Learn about the 4 things you can do now to improve customer relations, improve your business processes and products, and win that loyalty!
Watch this on-demand webinar to get the tips, best practices, and value propositions that you can share with your shoppers! The recording will be available on June 30th. Register here for access to the recording.
Partnerships & Integrations
Partner Spotlight: ShipMonk
ShipMonk is a Returnly 3PL integration partner that works alongside eCommerce companies to help them scale. Founded in 2014, ShipMonk’s expert blend of robust technology, premium warehousing services, and world-class support effectively allows business owners to “Stress Less, Grow More.”Our seamless integration lets you get the best out of Returnly and ShipMonk. Sync Returnly RMA data to ShipMonk's system for a more efficient returns process.
Learn more about ShipMonk here.
