Switch-to-exchange offers
Offer customers a bonus to exchange an item for another size or color instead of taking a refund.
A switch-to-exchange offer is a page that the portal shows after a customer submits a return for a refund or store credit. It offers a bonus for each item that the customer exchanges for another variant of the same product instead.
Turn on the offer
- In Settings → Return policy, select Edit next to a rule.
- Under Resolution options, select Allow exchange. The offer needs it.
- Under Switch to Exchange Incentive, select Enable switch-to-exchange interstitial.
- Choose the Bonus Type: Percentage of the item price, or Fixed amount for each item.
- Enter the Bonus Amount. If you want, enter a Max bonus cap for each item.
- Select Save changes.
What the customer sees
The page shows each item with two choices: Exchange this item, with its bonus, or Keep as refund. The customer can switch some items or all of them. A customer who skips the offer continues with the original refund or store credit. ZenReturn creates the return only when the customer accepts or skips. If the customer does neither within 15 minutes, the offer expires, no return is made, and the customer starts again.
The items that the customer switches become an exchange, and the customer then chooses their new variants. Any other items stay a refund or store credit, in a grouped return with the exchange. The grouped return ships in one package with one label.
How the bonus is paid
ZenReturn issues the bonus as a separate Shopify gift card when it creates the exchange order, and emails the customer its code. If part of the exchange credit goes back to the original payment because the replacement costs less, the bonus is reduced by that amount.