We are a merchant running a trial program for our product, but it’s a bit different from the usual trial. In our program, customers receive the product for 10 days but are required to return it at the end of the trial period. If they like the product, they must purchase a new one. The issue we’re encountering is that Shopify is treating these returns as standard returns, even though no refund is issued, which is skewing our return data. Does anyone have suggestions on how to prevent this from impacting our metrics, or are there any return management apps that could help address this issue?
Topic summary
A merchant runs a unique 10-day trial program where customers must return the product after testing it, then purchase a new unit if interested. The problem is that Shopify logs these trial returns as standard returns without refunds, which distorts the store’s return metrics and analytics.
The merchant is seeking solutions to:
- Prevent trial returns from affecting their return rate data
- Find return management apps that can distinguish between trial returns and actual product returns
One response recommends Pango, a return management app designed to avoid creating unnecessary records that skew metrics. The app developer indicates it can handle this specific use case, similar to how it manages exchanges without distorting data.
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Hi Karly_c,
Our return management app Pango was designed to avoid creating unnecessary records that confuse the metrics. This most commonly happens with exchanges, but we can handle your use case as well.