Exclusive AMA: Improving your Returns Management with Shopify Experts!

[Jacqui]

Join Us for an Exclusive AMA on Improving your Returns Management with Shopify Experts!

Date: September 12th, 2024  

Time: 10 AM EDT - 12 PM EDT  

With the expected influx of returns after Black Friday, it's crucial to prepare your business to handle them seamlessly. This is also an opportunity to build customer loyalty through an efficient and smooth returns process. In this AMA, our expert team will share insights and tools to simplify returns, and enhance the post-purchase experience. Post your questions below, and the Shopify Product and Marketing team will be here to answer them during the live session.

What to Expect:

Real-Time Q&A: Have questions about offering a seamless post-purchase experience, using returns to drive customer loyalty, or preparing your business for an influx of returns and exchanges post-BFCM and throughout the holiday season? This is your chance to ask!

Expert Advice: Get direct answers from the Product and Marketing teams at Shopify.

Community Engagement: Connect with other Shopify merchants, share your experiences, and learn best practices from one another.

How to Participate:

No pre-registration is required! Simply join the Shopify Community on September 12th between 10 AM and 12 PM EDT and dive right in with your questions. We also encourage you to leave your questions in the designated AMA thread below ahead of the event, and our experts will address them during the session.

Read our Rules of Engagement before participating.

*Please note, there is no video component to this AMA. This is a text based AMA. Your questions will be answered LIVE via text during the time period listed above. 

[FishHead-Greg]

I'm looking forward to the learning best practices with regards to returns and return management. I don't offer my customers great return process. They just send back and we exchange or refund. Is a third party app needed or can a professional returns process be accomplished with included Shopify features. 

[mariaacle]

Hey @FishHead-Greg thank you for your question and participating in all of our AMAs this week!

You can manage your returns and exchanges within Shopify. One way you can make the experience more seamless for both you and your customers is by using self-serve returns, which allows your customers to initiate returns directly from their customer accounts on your online store. Additionally, you can set up a return policy and return rules which allow you to establish a specific return window, set return fees, and define specific rules around final sales for your products, and more.

You can also create and manage exchanges in your Shopify admin. Keep in mind that exchanges are not yet supported in the self-serve returns experience. However, there is space for your customer to leave a note in the self-serve workflow if they want to request an exchange. This is an area we are looking to improve in the future. If you have any other questions let us know!

[wcolton48]

What are new features shopify is working on for their native return rules module?

[melams]

Thanks for your question, @wcolton48. The most recent changes we've made to return rules is to integrate them with POS Pro.

Return rules have been added to POS Pro locations. When creating a return for an item that is outside the return window or identified as final sale item, items will be identified as ineligible for return with option to allow overrides based on staff permissions.

I would love to learn more about what updates you're interested in.

[wcolton48]

Thanks for the info. Here are a few:

• Ability to set our return reeasons. The default options dont really fit for the kind of product we sell
• Offer store credit as an option instead of payment refund
• have return rules based on order tags. For instance if order has or does not have tag XYZ, the customer cant request a return

[jeremy_t]

Hi there! 

I'd love to learn more about the return rules based on order tags. Can you describe a recent time where this would have been handy? 

[wcolton48]

Our use case is, we sell digital download software only. So our refund policies states once the softwares license key has been used, there are no refunds.

Our internal download app can write an order tag to an order when the license key has been used.

Then in turn, the return module would see this order tag and not even offer the return option, thus saving everyone time.

[jeremy_t]

Thank you for that additional information. That is super helpful. 

One follow up question: Are orders generally for single items/single quantities? Is it possible to have an order with multiple items/quantities, where the license key has been used for one item but not the other? What would you want to do in that case? 

[wcolton48]

Great question, thats an issue we are struggling with too.

90% of the time, orders are one item/one qty.

Ideally, wed want this to be by line item basis.

But we would be thrilled at least having it by order basis.

[jeremy_t]

Gotcha. That makes sense. 

Last question: you mentioned the following

>Then in turn, the return module would see this order tag and not even offer the return option, thus saving everyone time.

What do you mean by the return module? How are your customers requesting a return today? Do you mean you'd want to prevent customers from initiating a return through Shopify's self serve returns, or prevent staff from doing this in admin, or something else? 

[wcolton48]

I just mean prevent via Shopifys Self Service Returns module. 

Feel free to contact me at my shopify admin email, id love to dive deeper into this with you.

[melams]

Welcome to our last AMA session for our 3-part series, where we'll be answering your questions about all things related to returns management, and how to best prepare your business for the upcoming sales season.

Our dedicated team of Product Managers, Product Marketers, and UXers specializing in the Returns space at Shopify are here to assist you. We'll be available to answer your questions from 10 AM to 12 PM ET today. Please ask your questions in this thread. If we can't address your question during this time, we'll do our best to respond by the end of the day.

Looking forward to your questions!

[Pikegami]

Will there be better integration with Shipstation so that exchange orders get pulled into that platform?
I have tried filling out the exchange information in a return, but because the order number stays the same the return doesn't come through into our shipping software and it's essentially useless to us. I'm still making new orders for exchanges and leaving notes about which original order they are linked to.

[melams]

Hi @Pikegami 

Thank you for bringing this to our attention. We are currently investigating the issue, as we expect ShipStation to support exchanges.

[jeremy_t]

Hi @Pikegami - Following up on this. We've spoken with Shipstation and understand they are exploring options to support bringing in Exchange items when on the same order. I recommend reaching out to them directly as well to express your interest in this. 

[Statelinevideo]

How do you create a return if the customer is not getting an item that day to exchange? I have been having issues with doing returns since we as a small business do not do money back.

[jamieshepard]

Wondering about this as well.. return for store credit used to be an option and now it looks like the only option is to return to the same form of payment. 

[jeremy_t]

Hi! Can you share more about how you would like to integrate store credit into your returns process? Do you create returns in the Shopify admin currently? 

[Statelinevideo]

Yes! How can we get this back?

[jeremy_t]

Hi there! Can you please share what issues you've been having with doing returns for your needs? 

You can create a return in the admin order details page even when there isn't an exchange involved, but I assume you know that and are likely looking for something else. 

[Statelinevideo]

Yes, this is what we do. I have how it doesn't allow us to close the return without returning money. 

[jeremy_t]

Closing the return without issuing a refund can be done as shown in the below screenshot! Let me know if that doesn't answer your question

[ilanadavis]

Inside Policies, you can Manage Return Rules. Will those fields be available in liquid?

[jeremy_t]

Hi there! How would you want to use the return rules in liquid? 

[ilanadavis]

Hey Jeremy, thanks for responding. Google is asking for information on returns in structured data for Rich Results and Merchant Center. Since it's not currently available in liquid, stores rely on apps to prevent issues in Search Console. It would be nice to be able to pull it directly from Shopify as this is the exact information Google needs. The settings are exactly what Google needs and include the specific products or collections with unique returns information, so it seems silly not to include it in liquid.

[meganbonesteel]

Hi Jacqui! Excited to be here 🙂 I have a few questions and have listed them out below.

1. What strategies can we implement on Shopify to reduce return rates during Black Friday and the holiday season (e.g., improved product descriptions, sizing guides, etc.)?

2. What are the best practices for handling high volumes of returns and exchanges during Black Friday and the holiday season on Shopify?

3. What are the best practices or guidelines to use when updating return/exchange windows for customers that order on Black Friday or during the holiday season?

Thank you!

[melams]

Hi @meganbonesteel. Thank you for your questions.

1. Here are some ideas to reduce return rates during BFCM:

• Detailed product descriptions: Provide detailed and accurate descriptions. Use bullet points for key features to make it easy for customers to scan the information quickly.
• High-quality images and videos: Use multiple high-resolution images and videos to showcase products. - Comprehensive sizing guides: Offer detailed sizing charts and fit guides (ideal for apparel).
• Customer reviews and ratings: Encourage reviews to help future buyers make informed decisions.
• Live chat support: Implement live chat to answer customer queries in real-time.
• Provide clear shipping timelines and tracking information.
• Detailed FAQs: Maintain a comprehensive FAQ section addressing common questions.

2. Managing high return volumes during BFCM: Consider implementing self-serve returns and exchanges: This allows customers to submit return requests directly from your online store, streamlining the process and reducing back-office administration

3 Adjusting the return window during BFCM: Update your policies and ensure they are easily accessible and straightforward. You can set up a return policy and return rules with Shopify which allow you to establish a specific return window, set return fees, and define specific rules around final sales for your products, and more. As for adjusting the return window during BFCM, it's crucial to update your Refund/Return policy on your online store. I recommend adding a section that clearly outlines any temporary changes for orders placed during specific dates. If you're extending the return window, this will benefit your customers and is a good marketing opportunity to drive sales.

[jeremy_t]

Hello! I am adding some thoughts to your questions below. 

>What strategies can we implement on Shopify to reduce return rates during Black Friday and the holiday season (e.g., improved product descriptions, sizing guides, etc.)

The examples you mentioned are good options, as well as reviewing the quality of images for the products you sell. To help prioritize these tactics you could review why customers are initiating returns to begin with. For example - when buyers create a return through self-serve returns they are required to add a return reason, which can give you insights into potential changes you can make to your product listings, return policies, etc. to reduce certain kinds of returns. 

That said - returns don't need to end in a refund. Shopify released support for exchanges earlier this year to help merchants retain revenue during a returns process. If you have not been offering exchanges so far, I highly recommend exploring Shopify's exchange offering as it is intended to help you streamline this process with built in features! 

> What are the best practices for handling high volumes of returns and exchanges during Black Friday and the holiday season on Shopify?

One way you can make the experience more seamless for both you and your customers is by using self-serve returns, which allows your customers to initiate returns directly from their customer accounts on your online store. Additionally, you can set up a return policy and return rules which allow you to establish a specific return window, set return fees, and define specific rules around final sales for your products, and more.

If self-serve returns does not sufficiently meet your needs, there are also a series of return apps in the Shopify app store with more advanced functionality. 

>What are the best practices or guidelines to use when updating return/exchange windows for customers that order on Black Friday or during the holiday season?

If using Shopify's return rules, we recommend changing the return window to your desired number of days for the Black Friday period, and then changing it back when the period ends. Self-serve returns will honor the return window that was set at the time the order came in, not the current return window! 

Hope this all helps.  

[Marissaadele]

How does this work?

[JasonH]

Hi @Marissaadele 

Thank you for your question. Please feel free to post it here, including details about your store setup or business model. Our team will do their best to provide specific answers by replying directly to your post.

[BlueTex]

Our product is big and bulky (think rolls of building insulation) and when someone wants to return them, they are required to pay return shipping. Additionally we charge a flat rate return fee and sometimes a 20% restocking fee too. I tried using the "rules" for returns to enable this but I'm not able to configure those 3 specific needs:

1) Customer pays return shipping

AND 2) They are charged a PER item return fee (varied depending on the item they are returning)

AND 3) The restocking fee of 20% applied. 

How can we automate this?

[jeremy_t]

Hi there! 

Thank you for sharing those details. This is an interesting setup. 

Shopify currently supports two types of return fees:

• Return shipping fee
• Restocking fee

It seems to me that if the customer is responsible for return shipping (do they also have to purchase their own label, or is this something you provide?), then the fee you are looking to apply are of the Restocking fee type. Would that be fair? Or is there another kind of fee you believe is needed?

Assuming these two are sufficient, if I understand correctly there is always a 20% restocking fee applied, and on top of this an additional per item restocking fee. You mentioned the per item return fee varies depending on the item.

1. Is it that some items don't have a per item return fee, or that the fee amount varies per item?
2. What determines what the fee should be?
3. Can this not be accomplished by increasing the % restocking fee to also cover the per item fee?

[BlueTex]

Re: Return shipping fee - they provide their own label and choose their own carrier between UPS or FedEx, whichever is most convenient/cost effective for them.

Re: Restocking fee covers packaging and credit card processing fees and this can be done via the percentage tool/option.

Re: the additional “per item” fee is not done on a % - it’s a flat rate. So for one item it may be a $75 fee while another item it’s $30. All items have this fee - this is our “shipping recapture fee” - so we ship items free but if they return, we charge them a flat fee that covers the approximate cost of what it cost us originally to ship to them. This cannot easily be added to the percentage because it varies and a flat $30 is better than seeing something like $32.19 because of percentages.

[jeremy_t]

Appreciate the additional color! 

>Re: the additional “per item” fee is not done on a % - it’s a flat rate. So for one item it may be a $75 fee while another item it’s $30. All items have this fee - this is our “shipping recapture fee” - so we ship items free but if they return, we charge them a flat fee that covers the approximate cost of what it cost us originally to ship to them. This cannot easily be added to the percentage because it varies and a flat $30 is better than seeing something like $32.19 because of percentages.

Hmmm. Two questions on this:

1. Do you tell customers this is a shipping recapture fee?
2. Do you always take this fee out of the refund amount, or do you charge them separately for this?

I ask because one way to accomplish this (not automated) would be to add a shipping fee to the order before issuing a refund. It would look something like this:

1. Create a return with the restocking fee
2. After creating the return, edit the order by clicking on "Edit" in the order details page
3. Add shipping fee, then update the order

This would effectively reduce the refundable amount on the order, and would categorize the amount as a shipping fee. I believe the added benefit of doing it this way is that for tax purposes, you now have a shipping fee line item which is taxed differently than products. If you were to charge it as a restocking fee or a random return fee, taxes would not be (as) accurate. Does that resonate?

The approach I proposed above is admittedly not automated. There may be a way to add this fee by using Shopify Flow, but this also depends on how your business is handling returns today, whether you're allowing customers to initiate them via self-serve returns, having staff create them in the admin, or something else. 

[BlueTex]

Re: Two questions

1. Do you tell customers this is a shipping recapture fee? YES, they know this before they order and it's written in our return policy.

2. Do you always take this fee out of the refund amount, or do you charge them separately for this? This is only charged IF they return an item to us - so it's taken out of the refund due. 

I just tested this out - editing an order that's already pending a return and can see how I could add this item to the shipping. So to clarify how this would go:

They would order from us and not be charged shipping.

They decide to return an item and contact us to start the return.

Based on our return rules they buy their own label and ship the item back to us, meanwhile we edit the order (now that it's in "pending return" status) and add a fee for shipping (that they originally did not pay) that covers our SRF. So for example, a $30 Custom Shipping amount.

The item comes back to us and we go into the order to process the refund. At THIS point the refund is calculated based on the item's original price MINUS the Restocking Fee and MINUS the "Shipping Cost" that we added in?
Did I understand that correctly?

[BlueTex]

@jeremy_t 

[jeremy_t]

Hi @BlueTex - Apologies for the delay here!

>I just tested this out - editing an order that's already pending a return and can see how I could add this item to the shipping. So to clarify how this would go:

They would order from us and not be charged shipping.

They decide to return an item and contact us to start the return.

Based on our return rules they buy their own label and ship the item back to us, meanwhile we edit the order (now that it's in "pending return" status) and add a fee for shipping (that they originally did not pay) that covers our SRF. So for example, a $30 Custom Shipping amount.

The item comes back to us and we go into the order to process the refund. At THIS point the refund is calculated based on the item's original price MINUS the Restocking Fee and MINUS the "Shipping Cost" that we added in?
Did I understand that correctly?

Ok.. So yes this is what I was recommending. That said - I looked into this further and there's a limitation to be mindful of, which is that you cannot currently add a shipping fee when there are no more items on the order, and creating a return removes items from the order. 

So:

• If there are multiple items on the order and not all items are being returned, you can follow the above process
• If all items are being returned, you can either
  • Add the shipping fee BEFORE approving or creating the return
  • OR you can use the Return Shipping fee instead 
    • I admit this is a bit confusing because you're also telling the buyer they're responsible for their own shipping fee, so I would prefer the option above

In short - I recommend adding the shipping line before creating the return in all cases to have a consistent process. 

I hope this helps! 

[BlueTex]

Yes, this is helpful and we'll try this approach and see how it goes. Thank you!

[TiVa-23]

Will Shopify give merchants the ability to customize the return reasons for self-serve returns? The current return reasons (size too large, too small, etc) don't make sense at all for our products and would be confusing for our customers to see as the return reason choices (and expecting them to all choose "other" and type their reason isn't ideal). I would love to utilize self-serve returns but haven't yet because of this.

[jeremy_t]

Hi there! This is definitely on our radar, although not something we have a timeline for just yet. 

Can you tell me more about how you envision setting this up? What information would you want the customer to provide to you during this process?

[TiVa-23]

Shopify merchants need the ability to customize all of our own return reasons, and use none of the defaults if they don't make sense for the products we sell. Please give merchants text fields where we can type in our own return reasons for the customers to select from. Every step of the customer journey should make sense, and it looks very unprofessional for a store to display return reasons that are inappropriate for their products. (imagine going to a bookstore to return a book and the clerk asks "is it because it's too small? too big? do you not like the color?")  I've seen requests for this customization elsewhere in the Shopify community, so please make a it a priority! Thank you.

[jeremy_t]

Understood. Thank you for this feedback!

[secondskinshop]

We use Loop Returns & Exchanges for our website, & over the last couple months we started noticing when customers make an exchange where they had to pay tax on their initial order it will evenly exchange in Loop, however it will come up in Shopify as customer still owes the tax on the item. When we contacted Loop, they told us to ignore the problem or to contact Shopify for a fix. Thank you!

[jeremy_t]

Hello! To my knowledge this is due to some specific exchange settings in Loop (I understand this is telling you to go back to Loop Returns, which is not fun). 

That said - we are actively speaking with Loop Returns about supporting Exchanges using Shopify's new built in exchange capabilities, which we believe will address these kinds of inconsistencies across systems, and significantly improve your reporting in Shopify! 

I don't have a timeline I can share but this is also something you can follow up with Loop on. 

[JasonH · Accepted solution]

This AMA is now CLOSED. No questions posted after this post will be answered. 

Thanks to everyone who has submitted questions. Our team will do their best to provide thorough answers as soon as possible. We truly appreciate all the thoughtful insights and feedback you have shared.

Join us again on September 17th for the AMA with 2H Media: Holiday Marketing for Your Shopify Store!

Still have questions about returns management? Please post them in the community!

Thank you!