Exchanges

Retain customer spending and encourage repeat purchases by offering exchanges in your Returns Portal.

Overview

Exchange is listed as one of the compensation methods displayed on the item selection page of the Returns Portal after a return reason has been selected.

Your customers can have the option to select a direct exchange, or if they would like to exchange the item for a product variant (that is: different size or color).

Exchanges can be configured so that they depend on your filters applied to return reasons (for example: enabling exchanges only for certain product categories).

Configuring Exchanges

This section describes the configuration required for exchanges.

When the Exchange option is selected in the Returns Portal, parcelLab retrieves information on the availability of variants (that is: size and color) and stock of an item from your order management system via API. The available options are then displayed for selection in the Returns Portal.

After the return has been registered, parcelLab creates a draft order for the new item. The draft order needs to be converted into a real order at a defined point in time (for example: as soon as the returned item has been scanned in the warehouse).

For changing the draft order to a real order earlier in the process (that is: before the return is scanned in your warehouse), please contact your parcelLab representative for more information.

Shipping Cost for Exchange Orders (Shopify)

Shopify retailers can define an amount to be charged for the shipping of exchange orders in the Returns Portal configuration.

For exchange orders with no shipping cost (that is: shipping cost = $0), the draft order created is automatically released as part of the returns process.

For exchange orders where customers are required to bear the cost for shipping and taxes, the draft order is only released after your customers go through checkout to pay for the additional costs for exchange. The checkout link can be embedded in an email using this placeholder: {{generated/getReturnsPortalExchangeOrderCheckoutUrl}}

Customer Requirements

For the feature to work, you need to provide the following:

• The return reasons that allow exchanges

• Any filters that should apply for enabling the selection of exchange (for example: product category)

• An API that parcelLab can call to retrieve product variants of an item (including product images etc.) and stock availability.

• The ability to create a draft order via API.

Implementation Process

For further information on the requirements for configuring exchanges, please contact your parcelLab representative.