Introduction

The new Return Confirmation page improves the final step of the return process by giving shoppers clear next steps and up-to-date tracking information regarding their return. It also has an improved modular design that's mobile-friendly and easy to navigate.

The new page consists of five fully-customizable sections:

  1. Header: Add your own message in the Header text box
  2. Label Download & Return Tracking: Give clear next steps to download shipping label or track return status (i.e. in-transit, delivered, etc.)
  3. Shop Again: Drive traffic back to your site with a dynamic content block that adjusts based on the type of return initiated (regular, exchange or instant refund)
  4. Shopper Survey: Capture real-time customer sentiment 
  5. How It Works: Add your own instructions to guide shoppers in next steps

General Customization

To customize the Header and colors in Return Confirmation page:

  • Log in to the Returnly dashboard
  • Click on the Customize tab on the left nav
  • Select the Return Status in Return Confirmation page

Set:

  • Header: Text in the headline of the page.
  • Primary Color: Color of the buttons.
  • Secondary Color: Color of the text in the buttons.

Customizing the Return Tracking

This section allows modifying the header and body (instructional) texts for the different statuses of the return (including exceptions) and other texts as “Download Shipping Label” or “Show All items”.

  • Log in to the Returnly dashboard
  • Click on the Customize tab on the left nav
  • Select the Return Tracking  in Return Confirmation page
  • Set the new messages

Customizing the Buy More module

  • Log in to the Returnly dashboard
  • Click on the Customize tab on the left nav
  • Select Regular Return in the Return Confirmation page / Buy More

  • Set the preferred background image and the texts for the different elements of the view.
  • Select Exchange in the Return Confirmation page / Buy More
  • Set the texts for the different elements of the view in exchange scenarios
  • Select Returnly Checkout in the Return Confirmation page / Buy More

  • Set the texts for the different elements of the view in exchange scenarios

Customizing the Shopper Survey

  • Log in to the Returnly dashboard
  • Click on the Customize tab on the left nav
  • Select the Experience Survey in Return Confirmation page

To disable this feature  just unmark the checkbox under Is survey enabled.

Set the following texts:

  • Prompt: text head of the survey
  • Minimum Label, Maximum Label: texts to guide on the vote avoiding misdirected respondents
  • Completed: text prompted once the survey is completed

Customizing How It Works (only on Instant Refund returns)

  • Log in to the Returnly dashboard
  • Click on the Customize tab on the left nav
  • Select How It Works in the Return Confirmation page

Set:

  • For each of the 3 steps the title and description in Icon Title X and Icon Description X
  • Title and description of the section in How Works Title and How Works Description 

How to Test Customizations

Return Confirmation page can be customized before getting the feature enabled.

After saving all the customizations you can select an existing RMA and test how the page will look like. To do so, please follow these steps:

  • Select an existing RMA 
  • Log in to the Returnly dashboard
  • Click on the Manage Returns tab on the left nav
  • Select  an existing return
  • Click on the Tracking Number link

By adding this tag at the end of the url, you can test how your customizations will look like before enabling the feature for your shoppers. 


To enable the new Return Confirmation page, please contact Support@Returnly.com and we'll activate this on your behalf.

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