Refunds and exchanges overview

When your customers return eligible purchases, they will select one of two return options: refunds or exchanges. 

Refunds

Refunds can be broadly categorised into store credit refunds and cash refunds.

Store credit refunds

1. Gift Card Refund
   This refund type utilises Shopify's Gift Card feature. Click here to find out more on how to set up your Gift Card refunds. 
2. Discount Code Refund
   This refund type utilises Shopify's Discount Code feature. Click here to find out more. One crucial difference between Gift Cards and Discount Codes is that the unused credit from Discount Codes will not be carried forward into future purchases.

Cash refunds

1. Original Payment Method Refund
   PostCo 360 will attempt to refund via Shopify's payment methods. As such, original payment methods like Cash on Delivery, Bank Transfer, or Other payment methods (like iPay88, e-Wallets) will not be refunded successfully.
2. Online Bank Transfer / e-Wallet Refund
   Customers will be prompted to input their refund method. In these cases, refunds will not be done automatically and so you will need to refund the customer separately

Exchanges

Exchanges are divided into Advanced Exchange, Same Product Exchange, and Other Product Exchange.

1. Advanced Exchange
   Customers will be able to select items outside of the returning product's variants. The items that they are able to exchange for will be determined in the settings, where you can select specific collections to be exchanged, and what they can be exchanged for. Similar to the Same Product Exchange, items with Shopify stock under the minimum exchange quantity will not be available for customers to choose.
   
2. Same Product Exchange
   PostCo 360 will present all the available variants for the product that is being returned. Please note that items with Shopify stock under the minimum exchange quantity will not be available for customers to choose.
3. Other Product Exchange
   Customers will be prompted to input what product they wish to exchange their return for. You will receive this information in your dashboard, but other product exchange orders will need to be created manually.