When doing a return for a defective product, is there a way to apply the refund as an in-site credit to be used on the next order instead of refunding the customer’s card?
Greetings, @midwestinkjet .
Thank you for reaching out and posting this question!
I understand you’re looking for a way to process refunds and offer store credits as opposed to refunding back to the customer’s credit card. While there isn’t a way to do this by default, you can accomplish this through the use of a third-party app. I’ve handpicked the following apps that offer the ability to offer store credits and they are all compatible with the Shopify admin and Shopify POS.
If you need any help with one of these apps, then the app developers are always available to assist you. You can reach out to them directly through the contact information found in the Support section of their app pages.
I’d love to hear more about why you’d prefer offering store credits, as this may be seen as a deterrent to some customers who are looking to make purchases but aren’t sure about what they are purchasing. Do you find this is something you need to do often and why? Can you tell me more about your products/business?
I’m surprised it’s not an option within Shopify. Let me ask you this; how do shop owners handle when a customer gets a defective product and they need to send a replacement? What is the process so the return and replacement show in ‘the books’ without charging the customer for the replacement?
Hey, @midwestinkjet .
Thank you for following up!
If you’re looking to make an exchange through Shopify POS, then you can simply exchange an order item. However, if you’re looking to accept returns or exchanges for online sales, then you can have the customer return the items and create a draft order for the replacement. When creating the draft order, you can discount the item by 100% so the customer doesn’t have to pay. From there, you can fulfill the order as normal and purchase a new shipping label if you’re using Shopify Shipping.
On the other hand, if you’d like to have more of a built-in process for returns and exchanges for online orders, then we’d recommend taking a look at a third-party returns and exchanges app. Apps, like AfterShip Returns Center or Returns & Exchange Portal, offer a portal where customers can initiate their own return requests. From there, you can provide return labels and/or store credits to your customers. If you need any help with a third-party app, then the app developers are always available to assist you - you can reach out to them directly through the contact information found in the Support section of their app pages.
If you’ve any other questions on this topic, don’t hesitate to let me know!