Streamline the exchange process by offering customers the option to have the new items shipped immediately while protecting your business from fraud.
What is Instant Exchange?
With instant exchanges, customers can have their new items shipped right away instead of waiting for the returned items to be sent back.
During a normal exchange, the customer requests an exchange, ships back the items, and receives an invoice for the exchange order, which must be paid before the new items are shipped.
In an instant exchange, on the other hand, customers provide their credit card details during RMA creation, enabling the new items to be shipped right away.
This improves the customer experience in several ways:
- Waiting time - Customers get their new items much faster compared to a regular exchange.
- Flow - Customers provide their credit card information in the portal while requesting the exchange, saving them from having to pay invoices later on.
- Fraud - Instant exchanges reduce the chance that the RMA will get stuck due to unpaid invoices.
This convenience is contingent on the customer's agreement to authorize a charge for the price of the new items if the original items aren’t returned within a specified amount of time or in the required condition. This is done to protect your business against fraud.
If the customer does ship the items back, the authorized amount is used to cover price differences and fees.
However, if you discover an issue with the item during item validation, you can still charge the customer the full amount, as long as the customer hasn't yet been charged for the price difference and fees.
This feature is available as an add-on.
To use the instant exchange feature, you will need:
- Activated instant exchange
- Contact customer support to enable the instant exchange feature for your ReturnGO account.
- An integration with Stripe
- Ensure you have an active Stripe integration for processing payments and authorizations directly within the portal.
- An eligible return policy rule
Instant exchanges result in a win-win scenario where the customer enjoys faster exchanges and you are compensated for items that aren’t returned.
Here's how instant exchange works:
- A customer selects the Instant Exchange option during the exchange process.
2. They input their payment information in the Stripe checkout system.
3. The full exchange price along with applicable fees are authorized as a pending transaction on the customer's payment method.
4. The RMA is automatically approved.
5. ReturnGO generates a new order in Shopify that that includes price differences and pending fees.
a. This order is automatically marked as Paid.
6. Once the return shipment’s status is marked as In Transit, the exchange order's payment amount is charged.
7. Any remaining hold on the authorization is released.
8. If the customer doesn’t return the items within the specified amount of time, a second order is created with items added to complete the payment of the full amount that was authorized.
a. This second order is automatically marked as Paid.
9. The Stripe payment ID is documented in the order notes.
How to Configure Instant Exchange
To configure instant exchanges for your ReturnGO account:
- Go to the Settings > Store Settings page.
- Open the Portal Checkout section.
- Turn on the Enable instant exchanges toggle.
- Save your changes to make the instant exchange option available for eligible policy rules.
The RMA card of the relevant exchange request will display the associated payment. The RMA card shows:
- Authorized amount
- Authorization date
- Authorization expiration date
- Captured amount
- Capture date
All actions related to the payment are documented in the internal notes section of the RMA card.
Email notifications are sent to customers to keep them informed about the instant exchange:
- Reminder email (7 days before expiration)
- This email informs customers that their authorization will expire soon, reminding them to return the items to avoid being charged.
- Final reminder email (1 day before expiration)
- Sent a day before the authorization expires, this email urges customers to take action to avoid being charged.