It's very easy to set yourself up with Gift Exchanges in Rich Returns. Actually, it's a press of a button.
You can find the option by heading over to Configuration -> Returns -> Gift Exchange. And that's it, really.
Your next question might be, how does it work? Let's dive into our returns portal and check things out.
You will see a whole new path show up - underneath the regular flow that you're used to and fond of. The styling of the new text and button will be inherited and the same as your other buttons. If you want more customizations to this, feel free to let us know.
Let's go down the Gift Exchange journey and see where it leads us.
From the screenshot, we're immediately able to see that we have two options:
A path for customers that have the order information.
A path for customers that do not have the order information.
Let's dissect both and see how they differ.
Customer has order information ✅
If a customer HAS the order information from their gift, then they should select this path. When selecting this path, a customer has two types of information to fill in:
Customer has order information ✅ |
Information from the original order |
Personal Information |
Information from the original order
Order number: the order number from the original order.
Order zipcode: the zipcode from the original order.
Personal Information
First Name.
Last Name.
Company.
Email Address.
Phone Number.
Address.
Once customers successfully enter in all of the information requested from them, they will proceed to the order screen, where they will see all of the items from their gift. The process is as usual, and their return will show up in your dashboard once they finalize the process.
Customer doesn't have order information ❌
If a customer DOES NOT have the order information from their gift, then they should select this path. When selecting this path, a customer has to answer a series of questions that you'll later be able to review and connect to a specific order.
Customer doesn't have order information ❌ |
Information about the giver of the gift |
Personal Information |
Information about the giver of the gift
The name of the giver.
The product the receiver is returning.
Information about the exchange item (if any).
Additional information that might be helpful in their case.
Personal Information
First Name.
Last Name.
Company.
Email Address.
Phone Number.
Address.
This is a special case that requires attention because this information needs to be verified and connected to a specific order. Once the customer submits their information successfully, they will be presented with a success screen:
This means that the request for this gift exchange has been successfully submitted, and it's ready for review in your dashboard. On to the dashboard then:
Review and Approval
The final hurdle here is to review the customer information - and connect it to a specific order based on the provided information.
When we head over to our dashboard, we'll see that a new type of return has landed in our dashboard - a Gift 🎁 return.
Let's head over to the Manage section. There, we'll be able to see the information from the customer that submitted the return. Based on that, we can do our research and connect this request with a specific order. In my case, the buyer's name (giver) and the product that the customer wants to return helped me find the original order, 1010.
Once we enter the order that we think matches the request - we'll see that a few new fields will pop-up. We need to make sure to carefully inspect the customer's request and process the resolution.
Finally, let's press the Create Return button and create this return request. If everything went as expected, then we will be able to see a familiar screen - a return request!
We've all been there (admittedly) and wanted to return a gift without being spotted. This is the perfect solution! No hurt feelings going forward. ❤️