Exchange for Other Items: On-Store Setup (Shopify checkout)
This is a legacy version
Plans: Premium, Enterprise Platforms: Shopify
AfterShip Return’s Exchange for other items: Exchange on your store feature leverages your existing Shopify collections to encourage customers to opt for exchanges instead of returns by incentivizing them with bonus credits. This helps you retain and increase revenue. The Exchange on your store feature redirects your customers directly to your store website to make a new purchase in exchange for a product they want to return with their return credit.
In this article, we will show you:
Exchange for other items: In-store flow
Basic settings: Configure Shopify checkout flow
Instant exchanges
Bonus credit configuration
Exchanges of exchanges
Set up exchange recommendations
Customer experience
FAQs
Additional considerations
Go to Refunds and exchanges in the AfterShip Returns admin
Move to the Exchange for other items section and move the toggle to the right to enable the feature.
Select the exchange flow > Exchange on your store > Edit
You will get the option to Update AfterShip Returns app on Shopify to allow AfterShip Returns permission to access Shopify data. Click Update > Update installed app
Once the exchange flow is selected, you will be directed to the Exchange in your store method setup page.
Exchange on your store method setup is done in 5 steps.
Let’s configure each part in detail.
Under basic settings, three things need to be configured to kick start the setup process
Add a checkout method for customers to checkout successfully with their new exchange order and for you to process payments.
Click Add checkout method > Shopify checkout or Stripe checkout.
If you choose the Shopify checkout method, exchange for other items applies settings will apply to shoppers with checkout currency is the same as store currency.
Shopify checkout comes with certain limitations for which you must accept the agreement terms and conditions. Read the agreement carefully and select Agree.
Set exchange shipping rates. You can choose to keep it free or set up a custom exchange shipping fee for exchange orders. Select the desired option from the dropdown.
Set exchange shipping rate in all the currencies supported by your connected stores. Click. + Add another currency to configure the currencies you want and input the value.
Control the fulfillment status of exchange orders by switching the status of an exchange order from Unfulfilled to On hold using Shopify flow when the item is not returned and back to Unfulfilled once returned. Learn more about Order fulfillment control.
Merchants can enable customers to opt for Instant Exchange on the return request review page. Customers who decide to go for Instant Exchange just have to enter their credit card details, which creates an exchange order for their replacement product immediately. AfterShip Returns then places a hold on the customer's card for $1 (or the amount equivalent to the value of the items being returned, depending on your preference) to get the card information. The card will not be charged if the customer returns the item within the configured return window. If the item is not returned to the merchants within the set window, customers will be charged fully for the new product.
Learn more >
Bonus credit configuration allows merchants to encourage and incentivize exchanges over refunds to retain revenue. This can be achieved in two ways.
Toggle on Pre-discount credit to allow customers to use the discount amount from their original purchase for an exchange. Learn how Pre-discount credit works here.
Offer Extra credit to encourage customers to opt for an exchange instead of a return.
This will give customers an extra amount on top of their original order value to purchase the exchanged product.
Any excess amount will not be refunded to the customer and will be treated as unused.
a. Change the Extra credit status from Disabled to Enabled.
b. Choose the Credit type.
Fixed amount: A fixed amount on top of the original order amount to be offered as extra credit. One order can only have one chance to use the fixed amount.
Percentage: Percentage of the original item price (excluding shipping rates) to be offered as extra credit.
c. Input the Extra credit value based on the credit type selected.
d. AfterShip Returns supports the option to add multiple currencies as configured in your store to convert prices automatically, as per the current foreign exchange rates. If you don’t set the relevant currencies, your customer cannot get the extra credit if the buyer placed an ordr in that currency.
Click + Add another currency.
Select the currency from the dropdown by simply clicking the Enter currency field.
Input the credit value.
Let's consider 3 different scenarios.
Case 1: Shopper uses all extra credits
The shopper wants to exchange a $100 item (tax included) with $200 item, and you've set $5 as an extra credit and $10 as cost of return. In this case, he/she will have to pay $105 ($200 - $100 - $5 + $10 = $105).
Case 2: Shopper uses extra credits partially
The shopper wants to exchange a $100 item (tax included) with $102 item, and you've set $5 and $10 as an extra credit and cost of return. In this case, he/she will have to pay $10 ($102 - $100 - $2 (partial extra credit) + $10 = $10).
Please note that your customer won't be able to use the remaining $3 extra credit next time. Also, extra credit only applies to the order value, which means it can't be used to adjust the cost of return.
Case 3: Shopper selects a cheaper product for exchange
The shopper wants to exchange a $100 item (tax included) with a $80 item, and you've set $5 and $10 as an extra credit and cost of return. In this case, he/she will get a refund of $10 ($80 - $100 + $10 = -$10).
$5 extra credits will not be refunded back to the customer and will be treated as unused.
Decide whether shoppers can raise exchange request(s) for newly created exchange requests and how many in a sequence they can raise.
By default, the option will be disabled, which means if a shopper wishes to place an exchange request for a recently placed exchange order, they won't be able to do that. The Exchange for other items Resolution method will not be given to the shopper on the return page.
Shift the toggle to the right to Enable the feature. When enabled the shopper will be able to place the exchange request for a recently placed exchange order successfully.
Select the checkbox for Limit the number of sequential exchanges and input the number to restrict the number of times shopper can raise an exchange request for a recently placed exchange order.
AfterShip Returns supports an exchange recommendation feature on your store to offer customers personalized recommendations for exchange. When customers opt to exchange for other items from your store collection, a new section of Recommended for you will display on your store that will list the relevant product recommendations based on your selected criteria to entice customers to shop for better and higher value items in exchange for an item they wish to return. This is powered by AfterShip Personalization.
Move to Product recommendations and shift the toggle to the right to enable it
Select the Recommendation type from the dropdown list. Find the list of supported types.
Hit Save
When the customer opts for Exchange for other items or refund directly option upon reaching the Resolve step on AfterShip Returns returns portal, a popup with two options, Refund me direct {{xyz amount}} directly or Shop now with {{xyz amount}}, will open.
The popup will display product recommendations based on the type you’ve selected. Below each product recommendation, the cost of the product after excluding the pre-discount credit, bonus credit, and the original amount of the item will display if the customer happens to purchase any of the recommended products in exchange for the items the customer is returning. Say, the price of a recommended product is USD 300, and the exchange credit is USD 155.
The amount that will reflect on the popup below the recommended product would be USD 145 After credit (USD 300 - USD 155). For e.g,The cost of the product the customer is returning is USD 100. The original discount on the product is USD 5 (Included in the price).
You have enabled pre-discount credit, allowing customers to use the discount amount (USD 5) from their original purchase for an exchange which makes the total returnable value USD 105 (original cost of product).
You are offering USD 50 as extra credit to encourage customers to exchange for other items.
When the customer opts for Exchange for other items or refund directly, the popup that will follow will showcase.
+ Exchange for other items with total USD 155 credit (original cost of product + extra credit + pre-discount credit).
Extra USD 55 (pre-credit discount + extra credit) included (50+5).
The refund amount is USD 100 (discount included).
+ The customer has in total of USD 155 credit to shop for another item in exchange of the item they are returning.
+ Upon clicking Shop now with USD 155 amount, the customer will be directed to your store to select the item for exchange, where a banner will showcase at the bottom of the website with the total credits the customer has to buy a new product.
You can modify the credit banner displayed on your website in a few simple steps to give customers the best customer experience.
+ Once the customer selects and adds a new product to the cart and proceed to check out, he/she will be taken back to the AfterShip Returns return portal to select the shipping method.
+ Once the shipping method is selected, on the final review page, the customer will be asked to Review your return, including the return item(s), exchange item, shipping method, resolution method, shipping method, price breakup (including credits and taxes), and the remaining amount to be paid.
+ Upon clicking Pay and submit, the customer will be able to checkout normally via Shopify checkout.
Upon clicking Continue shopping , the customer will be taken back to the store.
If the customer opts for Refund me USD 100 directly, he/she will be asked to follow the normal return process to select a resolution and shipping method and then submit the refund request.
If your customer opts for exchange, you'll see a new order entry in your Shopify Store Orders section and AfterShip Return’s Returns section.
In your Shopify admin's Orders section, the newly added entry will have an AfterShip exchange order tag, making it easier to recognize.
In case you reject the exchange request from your AfterShip Return Center account, do the same from your Shopify admin.
You have to create new orders manually in case of refunds.
If you opt for Shopify checkout, you have to bear this risk as it sees Exchange as an immediate request. This means the exchange order is created before the item is returned to you. The remedy this, we have enabled the Stripe checkout option, which allows you to preserve the “Exchange Requests” by capturing payment through Stripe + AfterShip, and holding the new exchange order until it triggers the set conditions. In a nutshell, it helps eliminate the risk of shipping new items to customers before receiving the returned items.
The return credits logic works when the amount is paid using Shopify check out. For example, if the order status is paid, but the merchant has collected payment through COD (Cash on delivery). The amount synced by Shopify will be 0, and the return credit will also be 0.
Exchange for other items applies to shoppers whose check-out currency is the same as store currency (For Shopify checkout).
Exchange requests will be flagged automatically if the shopper has changed the state/province of their delivery address. This flagging is to safeguard your business's bottom line because tax varies according to location, and that means you may end up facing unexpected monetary loss due to this. Therefore, review such requests in Shopify admin and initiate refunds if necessary.
Make sure the checkbox for the 'Include or exclude tax based on your customer's country' option in Shopify's Tax settings is unchecked. Click here to verify now.
Ensure that there is no entry in the 'Automatic discounts' section of your Shopify account. Click here to delete it now.
For any further questions or help, please contact our chat support team
Plans: Premium, Enterprise Platforms: Shopify
Overview
AfterShip Return’s Exchange for other items: Exchange on your store feature leverages your existing Shopify collections to encourage customers to opt for exchanges instead of returns by incentivizing them with bonus credits. This helps you retain and increase revenue. The Exchange on your store feature redirects your customers directly to your store website to make a new purchase in exchange for a product they want to return with their return credit.
What you’ll learn
In this article, we will show you:
Exchange for other items: In-store flow
Basic settings: Configure Shopify checkout flow
Instant exchanges
Bonus credit configuration
Exchanges of exchanges
Set up exchange recommendations
Customer experience
FAQs
Additional considerations
Exchange for other items: In-store flow
Go to Refunds and exchanges in the AfterShip Returns admin
Move to the Exchange for other items section and move the toggle to the right to enable the feature.
Select the exchange flow > Exchange on your store > Edit
You will get the option to Update AfterShip Returns app on Shopify to allow AfterShip Returns permission to access Shopify data. Click Update > Update installed app
Once the exchange flow is selected, you will be directed to the Exchange in your store method setup page.
Exchange on your store method setup is done in 5 steps.
| Main settings |
|---|
| Step 1: Basic settings |
| Step 2: Instant exchanges |
| Step 3: Bonus credit |
| Step 4: Exchanges of exchanges |
| Step 5: Product recommendations |
Let’s configure each part in detail.
Step 1: Basic settings: Configure Shopify checkout flow
Under basic settings, three things need to be configured to kick start the setup process
Add a checkout method for customers to checkout successfully with their new exchange order and for you to process payments.
Click Add checkout method > Shopify checkout or Stripe checkout.
If you choose the Shopify checkout method, exchange for other items applies settings will apply to shoppers with checkout currency is the same as store currency.
Shopify checkout comes with certain limitations for which you must accept the agreement terms and conditions. Read the agreement carefully and select Agree.
Set exchange shipping rates. You can choose to keep it free or set up a custom exchange shipping fee for exchange orders. Select the desired option from the dropdown.
Set exchange shipping rate in all the currencies supported by your connected stores. Click. + Add another currency to configure the currencies you want and input the value.
Control the fulfillment status of exchange orders by switching the status of an exchange order from Unfulfilled to On hold using Shopify flow when the item is not returned and back to Unfulfilled once returned. Learn more about Order fulfillment control.
Step 2: Instant exchanges
Merchants can enable customers to opt for Instant Exchange on the return request review page. Customers who decide to go for Instant Exchange just have to enter their credit card details, which creates an exchange order for their replacement product immediately. AfterShip Returns then places a hold on the customer's card for $1 (or the amount equivalent to the value of the items being returned, depending on your preference) to get the card information. The card will not be charged if the customer returns the item within the configured return window. If the item is not returned to the merchants within the set window, customers will be charged fully for the new product.
Learn more >
Step 3: Bonus credit configuration
Bonus credit configuration allows merchants to encourage and incentivize exchanges over refunds to retain revenue. This can be achieved in two ways.
Toggle on Pre-discount credit to allow customers to use the discount amount from their original purchase for an exchange. Learn how Pre-discount credit works here.
Offer Extra credit to encourage customers to opt for an exchange instead of a return.
This will give customers an extra amount on top of their original order value to purchase the exchanged product.
Any excess amount will not be refunded to the customer and will be treated as unused.
a. Change the Extra credit status from Disabled to Enabled.
b. Choose the Credit type.
Fixed amount: A fixed amount on top of the original order amount to be offered as extra credit. One order can only have one chance to use the fixed amount.
Percentage: Percentage of the original item price (excluding shipping rates) to be offered as extra credit.
c. Input the Extra credit value based on the credit type selected.
d. AfterShip Returns supports the option to add multiple currencies as configured in your store to convert prices automatically, as per the current foreign exchange rates. If you don’t set the relevant currencies, your customer cannot get the extra credit if the buyer placed an ordr in that currency.
Click + Add another currency.
Select the currency from the dropdown by simply clicking the Enter currency field.
Input the credit value.
How does extra credit work
Let's consider 3 different scenarios.
Case 1: Shopper uses all extra credits
The shopper wants to exchange a $100 item (tax included) with $200 item, and you've set $5 as an extra credit and $10 as cost of return. In this case, he/she will have to pay $105 ($200 - $100 - $5 + $10 = $105).
Case 2: Shopper uses extra credits partially
The shopper wants to exchange a $100 item (tax included) with $102 item, and you've set $5 and $10 as an extra credit and cost of return. In this case, he/she will have to pay $10 ($102 - $100 - $2 (partial extra credit) + $10 = $10).
Please note that your customer won't be able to use the remaining $3 extra credit next time. Also, extra credit only applies to the order value, which means it can't be used to adjust the cost of return.
Case 3: Shopper selects a cheaper product for exchange
The shopper wants to exchange a $100 item (tax included) with a $80 item, and you've set $5 and $10 as an extra credit and cost of return. In this case, he/she will get a refund of $10 ($80 - $100 + $10 = -$10).
$5 extra credits will not be refunded back to the customer and will be treated as unused.
Step 4: Exchanges of exchanges
Decide whether shoppers can raise exchange request(s) for newly created exchange requests and how many in a sequence they can raise.
By default, the option will be disabled, which means if a shopper wishes to place an exchange request for a recently placed exchange order, they won't be able to do that. The Exchange for other items Resolution method will not be given to the shopper on the return page.
Shift the toggle to the right to Enable the feature. When enabled the shopper will be able to place the exchange request for a recently placed exchange order successfully.
Select the checkbox for Limit the number of sequential exchanges and input the number to restrict the number of times shopper can raise an exchange request for a recently placed exchange order.
Step 5: Set up exchange recommendations
AfterShip Returns supports an exchange recommendation feature on your store to offer customers personalized recommendations for exchange. When customers opt to exchange for other items from your store collection, a new section of Recommended for you will display on your store that will list the relevant product recommendations based on your selected criteria to entice customers to shop for better and higher value items in exchange for an item they wish to return. This is powered by AfterShip Personalization.
Exchange recommendation: Set up flow
Move to Product recommendations and shift the toggle to the right to enable it
Select the Recommendation type from the dropdown list. Find the list of supported types.
| Recommendation type | Definition |
|---|---|
| Similar products | Recommend products that are semantically or visually similar without using any customer data. |
| Bestsellers | If you want to show your top-selling products, this is the type you need to choose. The products sold in the last 30 days will be considered your best-selling products and ranked based on their sales volume. If some of your top-selling products are not in stock, they won’t be part of the product recommendation widget. If a store visitor has already purchased top-selling products, the most viewed products will be recommended. |
| New arrivals | This recommendation type is meant to suggest products you’ve added to your store recently. |
| Frequently bought together | If you want to show items that shoppers buy together, for example, ordering a screen protector with a smartphone, this is the type for you. Only in-stock items will be considered for recommendations. The most viewed products will be recommended if a store visitor has already purchased the frequently bought together products. |
Hit Save
Customer experience
When the customer opts for Exchange for other items or refund directly option upon reaching the Resolve step on AfterShip Returns returns portal, a popup with two options, Refund me direct {{xyz amount}} directly or Shop now with {{xyz amount}}, will open.
The popup will display product recommendations based on the type you’ve selected. Below each product recommendation, the cost of the product after excluding the pre-discount credit, bonus credit, and the original amount of the item will display if the customer happens to purchase any of the recommended products in exchange for the items the customer is returning. Say, the price of a recommended product is USD 300, and the exchange credit is USD 155.
The amount that will reflect on the popup below the recommended product would be USD 145 After credit (USD 300 - USD 155). For e.g,The cost of the product the customer is returning is USD 100. The original discount on the product is USD 5 (Included in the price).
You have enabled pre-discount credit, allowing customers to use the discount amount (USD 5) from their original purchase for an exchange which makes the total returnable value USD 105 (original cost of product).
You are offering USD 50 as extra credit to encourage customers to exchange for other items.
When the customer opts for Exchange for other items or refund directly, the popup that will follow will showcase.
+ Exchange for other items with total USD 155 credit (original cost of product + extra credit + pre-discount credit).
Extra USD 55 (pre-credit discount + extra credit) included (50+5).
The refund amount is USD 100 (discount included).
+ The customer has in total of USD 155 credit to shop for another item in exchange of the item they are returning.
+ Upon clicking Shop now with USD 155 amount, the customer will be directed to your store to select the item for exchange, where a banner will showcase at the bottom of the website with the total credits the customer has to buy a new product.
You can modify the credit banner displayed on your website in a few simple steps to give customers the best customer experience.
+ Once the customer selects and adds a new product to the cart and proceed to check out, he/she will be taken back to the AfterShip Returns return portal to select the shipping method.
+ Once the shipping method is selected, on the final review page, the customer will be asked to Review your return, including the return item(s), exchange item, shipping method, resolution method, shipping method, price breakup (including credits and taxes), and the remaining amount to be paid.
+ Upon clicking Pay and submit, the customer will be able to checkout normally via Shopify checkout.
Upon clicking Continue shopping , the customer will be taken back to the store.
If the customer opts for Refund me USD 100 directly, he/she will be asked to follow the normal return process to select a resolution and shipping method and then submit the refund request.
FAQs
1. What will happen if the customer goes for an exchange instead of a refund?
If your customer opts for exchange, you'll see a new order entry in your Shopify Store Orders section and AfterShip Return’s Returns section.
In your Shopify admin's Orders section, the newly added entry will have an AfterShip exchange order tag, making it easier to recognize.
In case you reject the exchange request from your AfterShip Return Center account, do the same from your Shopify admin.
You have to create new orders manually in case of refunds.
2. What if the exchange order is created and the customer does not return the item?
If you opt for Shopify checkout, you have to bear this risk as it sees Exchange as an immediate request. This means the exchange order is created before the item is returned to you. The remedy this, we have enabled the Stripe checkout option, which allows you to preserve the “Exchange Requests” by capturing payment through Stripe + AfterShip, and holding the new exchange order until it triggers the set conditions. In a nutshell, it helps eliminate the risk of shipping new items to customers before receiving the returned items.
Additional considerations
The return credits logic works when the amount is paid using Shopify check out. For example, if the order status is paid, but the merchant has collected payment through COD (Cash on delivery). The amount synced by Shopify will be 0, and the return credit will also be 0.
Exchange for other items applies to shoppers whose check-out currency is the same as store currency (For Shopify checkout).
Exchange requests will be flagged automatically if the shopper has changed the state/province of their delivery address. This flagging is to safeguard your business's bottom line because tax varies according to location, and that means you may end up facing unexpected monetary loss due to this. Therefore, review such requests in Shopify admin and initiate refunds if necessary.
Make sure the checkbox for the 'Include or exclude tax based on your customer's country' option in Shopify's Tax settings is unchecked. Click here to verify now.
Ensure that there is no entry in the 'Automatic discounts' section of your Shopify account. Click here to delete it now.
For any further questions or help, please contact our chat support team
Updated on: 11/09/2024
Thank you!