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Managing a TryNow Program
Trial Management
How should we manage TryNow orders that are significantly delayed or lost in the shipping process?
How should we manage TryNow orders that are significantly delayed or lost in the shipping process?
Updated over a week ago

There are a few options you can take for carrier delays or missing packages.


If the order is delayed but appears to still be in transit, extend the trial in Merchant Portal to the maximum amount of days allowed. This will allow the shopper sufficient time to trial the items when the package does arrive.

If the package is lost or will not arrive in time with the extended trial, you have two options:

  1. Cancel the entire order and have the shopper repurchase another TryNow order on your site. Please note that if the trial has already started, the shopper will be charged for the full amount of the order when it is canceled, so it will need to be refunded.

  2. Reship the order but note that since the authorization will apply to the first order, the shopper will need to return any items using the original Order Number to ensure it ties back to their TryNow order and authorization.

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