Exchanges

Exchanges will customers to exchange their returning product for a variant within the same product. This is an alternate return option to Refund or Credit Note.

The customer can exchange for a product variant (SKU within a Style), which for most retailers, will be different sizes but can extend to colours or other variants. This will depend how products are configured in Shopify. This is not a full Shop Now feature where customers can exchange their returning item for anything in the catalogue.

Process

Simplified Flow

1. Customer enters order details

2. Customer selects Exchange as return option

3. Seko call Shopify for product variants

4. Customer selects product variant to exchange returning item for

5. Customer creates return

6. Customer drops package off to post office

7. Seko sends Shopify order of exchange product

8. Retailer dispatches order

End to End Diagram

Open

Configurations

• Exchange Window
  How long the customer has to drop off the returning package. This is to increase urgency for a customer to drop the returning items off, to ensure the SKU they’ve selected for exchange will be available.

• Exchange return trigger
  This is when the exchange order will be requested to Shopify

  1. First Carrier Scan (In Transit)

  2. Package arrived at Hub (Depot Scan)

• Shipping fee of the exchange order

  1. Free

  2. Paid by customer - a numerical value can be defined

• Inventory Buffer
  The inventory level of each SKU must be above this level for a customer to select it e.g. if this is 1, a SKU must have 2 in stock

• Discount Code
  A Shopify discount code must be supplied to discount the exchange order by 100%

• Product exclusion tags
  Exclude any products from being eligible for an exchange

Customer Journey

1. Customer selects Exchange from the return option drop down

   Open

   

   Return Option Dropdown

    

2. OmniReturns retrieves from Shopify the list of SKUs AKA variants associated to the product in Shopify (SKUs within a Style)

    

3. The customer selects the variant they would like to exchange for

4. A confirmation messages appears to the customer, this is to encourage the customer to drop the return off ASAP to ensure their exchange selection is available
   The date shown here is configured in OmniReturns by defining the number of days which is then calculated from the present date.

    

5. The customer creates the label

6. On the Return Success page, the customer will see return instructions reinforcing the message above (step 4)

    

7. When the exchange return trigger is met, the exchange order will be initiated to Shopify

8. If the customer does not drop the return off within the required timeframe, they will receive the below email
   Subject: Return Cancelled
   From: noreply@omniparcelreturns.com
   Trigger: Sent if first carrier scan not received within drop off period

Shopify Exchange Order

• The exchange order will have an Order Note referencing the original order “Exchange order request for order [OrderNumber]”

• The exchange order will also be tagged with “exchange” for additional reporting purposes