Managing an exchange
After a customer initiates a return request, it will appear under the 'pending' tab under PostCo 360's ' Manage Returns' tab. For this example on how to manage an exchange, I will be demonstrating an exchange order #1099 where the customer exchanges the product for a different variant.
1. Reviewing a pending request
You should see the newly created order right on top:
Click on the 'View' button. You may view the item's details (which includes the exchange request), reject the order (reason must be provided), or approve the order. In this case, I proceed by approving the order:
After reviewing the order, the order's status will change from 'pending' to 'reviewed'. Your customer will also receive notifications and instructions on how to return their parcel based on the return method chosen by them.
2. Accepting a reviewed request
Upon the product's arrival, you may notify the customer that you have received it by going to the 'reviewed' tab and clicking 'View'. Follow the same set of instructions and click on 'receive' to acknowledge that you have received the parcel:
3. Resolving a received return
Once you have gone through your internal QA/QC, this step is the final control step before you officially resolve the exchange. You may go to the 'received' tab and check the return order's details.
Once you are sure that you can proceed with the customer's final requests, go ahead and resolve the order (or reject it - you can still do so at this point!). If you have 'Auto Restocking' enabled, you will receive this message:
At this point, you can still toggle the auto-restocking off if you are unhappy with the state of the returned product (i.e. for a damaged item). If you are happy with the condition of the return item, go ahead and click 'Confirm'. This will refresh the Shopify stock based on the returned variant and create a new order based on the exchange request.
4. Fulfilling the exchange order
The exchange order will not be immediately deducted from your stock, as you will need to fulfil it on your 'Orders' page. If you click on 'Orders' on your Shopify dashboard, you'll see the creation of a new order for your exchanges:
Do a quick run through on the product and customer details, and go ahead and mark the order as fulfilled if you are happy with the exchange.