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How to process Try Before You Buy exchanges using Shopify Supported RMS
How to process Try Before You Buy exchanges using Shopify Supported RMS
Updated over a week ago

If you use a Shopify Supported RMS to process your returns, this article will help ensure that our system captures payment correctly.

Why are exchanges different with TryNow orders versus regular buy now orders?

For buy now orders, the shopper has already paid so you can easily create an exchange for $0.

For TryNow orders, the shopper has not paid on the original order, so when creating an exchange order for $0, you have to ensure that you either capture payment manually or you do not process a return so our system will capture payment in full.

Summary:

  1. Our system captures information based on return events. If there are no return events, we assume the shopper kept the items and charge in full. If returns are detected, we do not capture payment for those items.

  2. For exchanges, ensure that our system charges on the initial TryNow order. Below, we outline suggestions based on common merchant practices for handling exchanges, prioritizing simplicity without additional steps.

Determine which option is best for you, by reviewing how you normally process exchanges below:

  • If you process an exchange by restocking the item on the product details page and not on the original order, review Option 1.

  • If you process and exchange by creating the return on the order details page, review Option 2.

Option 1:

If processing a return by restocking outside of the original order, then capture payment on original TryNow order manually and process the exchange as you normally would.

Step 1: Create a return label and send to the shopper.

Step 2: Once the returned item is accepted, update the inventory for that product on the Product Details Page. Do not adjust the inventory on the original order. Our system will know to capture payment for the order total.

Step 3: Follow your normal steps for creating a Draft order for the new exchange item.


Option 2:

If processing return on original TryNow order, then capture payment on original TryNow order manually and process the return on the order.

Step 1: Return to the order in Shopify and click Return. Update the returns details and click Create Return.

Step 2: Once the return is received and accepted by your team, click Return under the product to be returned.

Step 3: From the order details page in Shopify, click More actions and click Open in TryNow

Step 4: On the order details page in Merchant Portal, click Review Charges. Adjust the amount to capture to reflect the amount of the authorization and click Close And Capture Order

Step 5: From there you will process the return as you normally would and follow your normal steps for creating a Draft order for the exchange.


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