Resolution Page
If you are familiar with Exchange It already, you may love us for our many options and flexibility: it is all preserved here.
The Resolution page is split into two sections: the Restock & Refund section at the top, and the Exchange section at the bottom of the page.
For the sake of our example, let's imagine that your customer has requested a refund for the shoes, and an Exchange for the shirt.
The Restock & Refund Section
First, we’ll proceed to select the restock of our second item. As you can see we have not received the fist item; so we cannot restock it.
Second, we'll select the refund option.
Although an amount is automatically generated for the refund, you have the freedom to refund taxes and shipping or not, and you can also type which ever amount you want in the “refund amount” input (although not higher than the amount paid by your customer, of course).
Once you've made your selection:
- You can see the total updates with the sum of the items checked for refund + what you checked in the Refund Summar Pannel
- You can now press the "Restock and Refund" Button!
press the "Restock and Refund" button
If you go to the Shopify order page now, you can see the restock has indeed been made, as shown on the timeline.
The Exchange Section
Back to the Resolution page, let’s now scroll down to the Exchange section [screenshot with “charge cust” checked]
By clicking “add product” you will be able to search all of your products. In our case, we want the same shirt that our customer bought.
Don’t forget that you can change the quantity afterwards!
Again here, you have the options to make the exchange free, charge your customer for shipping, add a discount.
Like we said, we are making a free exchange for your customer, so let’s untick the “charge customer” checkbox and proceed!
And now after pressing the "Place Exchange Order" button:
Resolving the Return
We’ve now done everything we had to do, so let’s scroll to the top of the page and press “Resolve”
Your return has now been closed; your Shopify order is now marked as “Returned”.
On the Returns Dashboard, your return is now “Resolved”.
If you click on the resolved return, you’ll see all of your resolution actions kept as useful logs:
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