See our Shop Collections: Overview article to get a grasp on core functionality and concepts.
With Shop Collections, you can turn more returns into sales by capturing interest at the point of return and offering a fast, easy path to buy again. Explore FAQs below to learn how customers now have the ability to exchange for anything.
Here’s some helpful links that you can jump to and get started right away:
- Read our Shop Collections Best Practice Guide
- Refer to this article for a step-by-step guide on connecting Stripe
- Get hands-on help during our April 1st webinar
How Shop Collections Helps to Convert Returns into Exchanges
How is Shop Collections different from variant exchanges?
With Shop Collections, your customers are able to exchange for any item they want, not just size or fit and regardless of price, directly from your returns portal. This update helps you to more easily convert returns into exchanges by offering a curated, easy-to-browse exchange experience across the products of your choice.
What does the Shop Collections experience look like?
With Shop Collections, customers starting a return will now have a third option of, “I want to find something new,” in addition to “I want to exchange for a new size or color,” and “I want a refund.” Refer to this Knowledge Center article to walk through the full shopper journey in Shop Collections.
What happens when a customer wants to exchange for a more expensive product?
When a customer selects a more expensive item, we are the only return solution that charges for the difference which enables you to capture upsell revenue on an exchange. The uplift will be collected from the shopper and paid to you via your connected Stripe account.
What happens when a customer wants to exchange for a less expensive product?
When a shopper exchanges for an item that's less expensive, we refund the difference.
How can I measure the success of Shop Collections?
Within the Analytics tab, navigate to the Sales dashboard. Here you’ll find a section dedicated to Exchanges. Read our Best Practices guide to learn more about financial reconciliation.
Getting Started with Shop Collections
Are there any requirements to use Shop Collections?
In order to offer Shop Collections to your customers, you’ll need to connect a Stripe account to Returnly so we can send you the uplift when your customer purchases a higher-priced item. Take our Shop Collections 101 Course to complete this step and learn how money flows between accounts for these exchanges.
In addition, for a more guided shopping experience, we recommend that you activate 1000 products within a collection and up to 20 collections maximum.
What happens when a customer wants to exchange for an item that’s out of stock?
When your customer chooses an item, they will only be shown sizes and colors that are in stock at that time. If an item is completely out of stock, it won’t be available for your customer to select from the collection.
When does the new item ship?
Shop Collections orders are shipped based on your fulfilment configuration, whether trigger-based or instant.
Can shoppers apply discount codes when making an exchange through Shop Collections?
While new discount codes cannot be applied in the Shop Collections checkout, we do carry over discounts from the original purchase so the shopper isn’t paying more for their new item. Discounts do NOT carry over when exchanging for an item that costs less than the amount the shopper paid on their original order.
Is there “Add to Cart” functionality that allows shoppers to exchange one item for two items in Shop Collections?
No, exchanges must be a one-to-one swap.
Can shoppers who are entering a gift exchange view Shop Collections?
Customers that received a gift can only return that item via the return portal. If your account has Gift Returns functionality enabled, they'll be offered Returnly Credit to make a new purchase from your website once they've completed the return.
Can I customize the order in which my collections appear to the shopper?
Currently all collections are displayed alphabetically. For tips on curating and configuring your collections, check out our Best Practices guide.
How are sales taxes estimated when a shopper exchanges for a more expensive item?
Sales tax is recalculated based on the shipping address entered, and we cover tax discrepancies on the new item so shoppers aren’t prevented from completing their session. When a customer exchanges for a different variant, sales tax is not recalculated as the exchange is conceptually an even one-to-one swap.
+ Related: Shop Collections: Overview