The current exchanges feature supports the ability for shoppers to exchange both Try Before You Buy items and upfront items for a different variant of the same product (i.e. a different colour or size). By initiating the exchange, a new order is placed to your Shopify store. The new order is always paid for upfront and is not Try Before You Buy.
Learn more about the new exchanges feature in the sections below.
Getting Started with Exchanges
Activating the Exchanges Feature
Activating the exchanges feature is quick and easy.
- Log in to your Merchant Portal account
- Navigate to the My Store section
- Click the Edit button in the top right corner of the page
- Scroll down to the Shipping & Returns section, and check the box to enable exchanges
Tip - be sure to update any customer-facing resources on your website such as your return policy to educate customers about the option to exchange items in their Try Before You Buy order.
Merchant exchanges FAQs
- How do I make products eligible for exchanges?
Both Try Before You Buy and upfront items are available to be exchanged. Blackcart connects directly to your product catalogue in Shopify and will only give the shopper the option to exchange an item if there is more than one variant available and if the product is in stock. - Are shoppers able to Try Before You Buy exchanges or do they have to pay upfront?
Shoppers only have the option to pay upfront when making an exchange. - What shipping options are available to shoppers for exchanged orders?
Blackcart will offer the shopper the shipping methods based on your product settings in Shopify. - How do discounts work for exchanges?
Blackcart pulls the price of the new exchanged product from the price field in your product detail settings. Any Shopify discounts that the product is eligible for (automatic or discount code) will need to be applied in the form of a refund by your CS team after after the exchange order is placed. - Are shoppers able to exchange for different products or only different product variants?
At this time, Blackcart only supports exchanges for different product variants; however we're working toward being able to support exchanges for different products as well. - Does Blackcart's service fee apply to the new exchanged order?
Since all exchanges are paid for upfront, Blackcart's service fee does not apply to any new exchange orders. - How do exchanges orders show up in Shopify?
When the customer submits an exchange request, a new order is placed to your Shopify Admin. - Will a restocking fee still apply if the customer returns and/or exchanges all items in their TBYB order?
Yes, the shopper will still be charged the restocking fee if the return and/or exchange all items in their initial order. - If the customer has paid a deposit, will it be refunded upon exchange or applied to the balance on their (new) exchanged order?
The deposit paid for the initial order will either be applied to the original order if their are TBYB items kept, or fully refunded if all TBYB items are returned. - How will exchanges be recorded in my financial reporting?
A new transaction line will appear in your Blackcart financial reconciliation report to show the exchange.
Exchange orders in the Merchant Portal and Shopify Admin
Merchant Portal
When an exchange is initiated for a Blackcart order, you'll notice two updates in the Merchant Portal
- Original Order:
- There will be a new tab beside the product tab to display all of the items that were exchanged.
- This tab will also include a link to the new exchanged order.
- New Exchange Order:
- Will show up as a new, separate order. The only difference being that it is fully paid upfront (not Try Before You Buy)
- Will show up as a new, separate order. The only difference being that it is fully paid upfront (not Try Before You Buy)
Shopify Orders Admin
When an exchange is initiated for a Blackcart order, you'll notice two updates in your Shopify orders Admin.
- Original Order:
- Under the Notes, Additional details section, there will be a note indicating the Blackcart Exchange and the new order number.
- Under the Notes, Additional details section, there will be a note indicating the Blackcart Exchange and the new order number.
- New Exchange Order:
- Under Notes, Additional details, the original order number is referenced along with details about what product was exchanged and what the replacement product is in the new order
- A Blackcart and Blackcart Exchange tag will be added to the order
- Under Notes, Additional details, the original order number is referenced along with details about what product was exchanged and what the replacement product is in the new order
Shopper Exchanges Experience
Now shoppers will have the option to exchange items in their order during the trial period in addition to keeping or sending back.
Initiating an Exchange
Similar to a send back decision, the option to initiate an exchange is available in the Customer Portal once all items in the order have been delivered. Once selecting the Exchange / Return option from the main page, a modal opens and the exchange option is selected by default. Helper text is included to let the shopper know how many alternative variations are available for exchange.
Selecting a Variant Exchange
After selecting the exchange option, the shopper is directed to a selection modal with all of the available variant options. Depending on the number of variants per product, there can be up to three drop downs for the shopper to choose from. If the option is out of stock, the option will not appear as a selection.
Once the shopper has selected their new variant, the thumbnail to the left of the selection page will update the original item to the new variant, and the shopper will be prompted to confirm the exchange. An exchange summary can also be opened to view any price differences between the variants.
Confirming the Order Decision
After all keep, send back, and/or exchange decisions are made for all items in the order, the shopper can simply hit continue to proceed and complete their order. For all exchanged orders, an exchanged label will be shown to display the variant selection. If required, a shopper can change their exchange decision by selecting the button again.
Selecting the Shipping Method
From the confirmation page, a shopper can review the order details from their original order as well as the order totals for the exchanged products which will be included in a new, separate order. This is also the point at which the shopper can select their shipping method for the new exchange order. The shipping method options are based on your product settings in Shopify.
Completing the Trial Period
Once the shopper selects the "Complete Purchase & Return" button at the bottom of the page, their order is completed and they will be presented with a confirmation page along with a link to download the shipping label for the item they are sending back.
Email notifications
The shopper will receive two separate email notifications after they submit their order decision which includes placing the new exchanged order:
- Order confirmation for the new exchange order that they placed
- Email with returns label and instructions for sending back the exchanged item from the initial order
Email #1 subject line: Your {merchant store name} order {new order#} confirmation!
Email #2 subject line: Return label for {merchant store name} order {original order #}
Once the exchanged item from the original order is dropped off and scanned at the post office, the shopper will receive a receipt email for the initial order.
Subject line: Receipt for your {merchant store name} order {original order #}