Overview
Returns Manager gives you the flexibility to accept returns for exchange. Your customers are able to attach notes to their return and specify which product(s) they want to receive instead of the one in their original order. This will not refund them any money.
Note: This feature uses Shopify's draft order functionality to create the exchange order. Returns Manager is not able to create orders from directly within its admin.
To process a return for exchange, please follow these steps:
The first step is to approve the return request; this will not provide the customer with a refund, but will inform them that their request has been approved.
- From Shopify's admin, select Apps.
- Select Returns Manager by Bold.
- Select Returns.
- Select Pending Requests.
- Select Approve next to the return you would like to process.
- Select OK.
- Select Active Returns.
- Find the return you just approved.
- Under "Customer Note", select Open.
- Take note of the product your customer wishes to exchange for.
- Select OK.
The next step is to create a new order for the customer with the product they'd like to exchange for, and discount it so they receive it for free.
- From Shopify's admin, select Orders.
- Select Create order.
- Select Browse products.
- Select All products.
- Select the item(s) your customer wants to receive as an exchange.
- Select Add to order.
- Select Add discount.
- Under "Discount this order by", select the percentage icon and enter 100 as the discount amount.
Note: This is how you're able to offer the exchanged product(s) for free, or at a discounted rate. If there's a cost difference between the returned item and the product(s) your customer wants to receive instead, we suggest applying a smaller discount amount and selecting Email invoice in Step 8 of this guide. Your customer will then be emailed a link to checkout and pay for the difference in cost.
- Enter a Reason.
- Select Apply.
- Under "Find or create a customer", select the customer who submitted the exchange.
- Select Mark as paid.
- Select Create order.
Note: After selecting Create order, your customer will be emailed through Shopify to inform them the order has been created.
Once you've gotten confirmation from your customer that they've received their product(s) and are satisfied with the return process, you can archive their return.