When customers initiate an exchange through WeSupply, they may encounter scenarios where the new item is more expensive than the one being returned. In these cases, the process includes an additional step for the customer to pay the price difference before the return label is generated. This guide explains how the process works and when the customer receives the return label.
How the Exchange Process Works
- Customer Initiates the Exchange: The customer starts the exchange process on your WeSupply portal by selecting the item they wish to return and the new item they’d like to receive.
- Price Difference for the Exchange: If the new item costs more than the returned item, the customer is redirected to the Shopify Payment page to complete the payment for the price difference.
- Payment Confirmation: Once the payment is completed, the exchange request is finalized.
- Return Label Generation: After the payment is confirmed, the exchange order appears in the Returns dashboard on WeSupply. At this point, the customer receives the return label to ship back the original item.
Important Notes
- The return label will not be provided until the customer completes the payment for the price difference.
- You can monitor exchange requests and their status in your WeSupply Returns dashboard to ensure smooth processing.
- If the customer experiences issues during the payment or label generation, reach out to our support team for assistance.
By following this process, you can ensure a seamless exchange experience for your customers while maintaining clear communication about the steps involved. For additional questions, feel free to contact us!
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