Switch to Exchange (Any-to-Any)

Switch to Exchange enables customers who originally selected a refund to change their resolution to a product exchange. It is fully integrated into the product exchange experience and enables merchants to retain sales and increase upsell opportunities.

Capabilities

The Switch to Exchange feature supports:

• Displays an exchange prompt when a customer selects a refund for one or more items
• Shows available exchange credit based on the total value of returned items
• Incentivizing customers to switch to an exchange with a fixed amount or percentage bonus of credits
• Switching to product exchanges with the Any to Any exchange flow
  • If you're using one-to-one product exchanges, you will be using the legacy Switch to Exchange feature.

Requirements

To use Switch to Exchange, you’ll need:

• A ReturnGO plan that includes Product Exchanges
• At least one policy rule with a refund resolution and one policy rule with either a variant exchange or product exchange resolution.

How Switch to Exchange Works

In the return portal, when a customer chooses to refund at least one item in their return request, the Switch to Exchange screen appears, offering them a chance to exchange instead. Customers can then browse and select any number of items using their return value as exchange credits. 

You can also offer an incentive to encourage customers to switch their refund requests to exchanges.

Here’s how the feature works:

1. Customers select the items they wish to return.
   
2. For each selected item, they provide a return reason.
   
3. If the customer selected a refund for at least one item and didn’t select product exchange for any items, the Switch to Exchange screen appears, offering them to switch to an exchange.
   
4. If the customer agrees to switch, they will be directed to choose new items either within the return portal or on the online store, depending on whether you are using in-portal exchanges or Shop Now.
5. They proceed to the summary screen to review the transaction.
   

• If the value of the new items is less than the return credits, the customer is refunded the remaining amount. 
• If the value exceeds the credits, the customer pays the difference during checkout.

Setting Up Switch to Exchange

To set up the Switch to Exchange feature:

1. Go to Settings > Store Settings.
2. Open the Refunds Prevention section.
3. Enable the Encourage Customers to Switch Refunds to Exchanges toggle.
4. If offering an incentive, choose the type of virtual currency to issue, such as store credit or new gift cards.
5. Set the incentive type, whether it's a fixed amount or a percentage.
6. Define the amount given.
7. Click on the save icon to save your changes.
   

Customizing the Switch to Exchange Page

You can customize the Switch to Exchange page to match your brand style and highlight any incentives you're offering to drive more exchanges.

To customize the Shop Now Switch to Exchange page:

1. Go to Settings > Portal > Look and Feel.
2. Click on Return Portal.
   
3. Open the General section.
   
4. Open the Switch to Exchange page section.
5. Choose a page layout.
6. Add images as marketing banners, collections, or offers.
7. Customize the destination URL.
8. Click the save icon to save your changes.
   

Customizing the Text of Switch to Exchange

You can customize the text that appears on the Switch to Exchange offer screen of the portal. To do so:

1. Go to Settings > Portal > Content.
2. Click on TRANSLATE.
   
   
3. Click the pencil icon next to the language you want to edit.
   
   
4. Open the Return Portal section.
   
   
5. Customize the Switch to Exchange offer screen text.
   
   
6. Click SAVE.
   
   

Fraud Prevention

To protect against fraud and abuse, customers identified as high-risk by ReturnGO's ReturnScore (based on return history and other criteria) are ineligible for Switch to Exchange incentives.

To prevent customers from repeatedly returning items solely to receive the bonus credit, high-risk customers will not receive an incentive for switching to an exchange. While Switch to Exchange will still be offered, high-risk customers will not be eligible for the incentive.

It’s important to note that ineligibility for the incentive is rare and reserved for extreme cases.

FAQs

What’s the difference between Switch to Exchange for Shop Now and Switch to Exchange for in-portal exchanges?

Switch to Exchange works the same way for both Shop Now and in-portal exchanges:

• The customer sees the same encouragement screen and clicks "SHOP WITH $X" (where X is their credit).
• If Shop Now is enabled, they’ll be redirected to the online store to browse and select new items.
• If Shop Now is not enabled, they’ll continue to the in-portal product exchange screen instead.

In both cases, the exchange flow stays the same. The customer will use their total return value as credit.

Do I have to offer an incentive to Switch to Exchange?

You don't have to offer an incentive to switch to an exchange. If you offer Switch to Exchange without an incentive, it can still be effective by prompting customers to switch to an exchange.