Managing Non-Refundable Products in WeSupply

If you’ve tagged a product as "non-refundable" but customers can still initiate returns for orders placed before the tag was added, this is due to how tags are applied in WeSupply. This article explains why this happens and how to manage non-refundable products effectively.

Why Tags Don’t Apply Retroactively

When you tag a product as "non-refundable," the tag only applies to orders placed after the tag was added. This ensures consistency and prevents issues such as:

• Changing Policies: Customers who purchased the product before the tag was added are not affected by the new policy.
• Fairness: Orders are governed by the return policy in effect at the time of purchase.

How to Manage Non-Refundable Products

Step 1: Tag Products Correctly

To ensure future orders adhere to your non-refundable policy, follow these steps:

1. Log in to Your E-Commerce Platform:
   • Navigate to the product settings in your Shopify or other e-commerce platform.
2. Add the "Non-Refundable" Tag:
   • Tag the product as "non-refundable" to prevent returns for future orders.
3. Save Changes:
   • Confirm the update to apply the tag.

Step 2: Communicate with Customers

For orders placed before the tag was added, you may need to handle returns manually:

1. Review the Order:
   • Check the order details to confirm when it was placed relative to when the tag was added.
2. Contact the Customer:
   • If the order is eligible for return, communicate with the customer to explain the situation and provide alternative solutions (e.g., store credit or exchange).
3. Process the Return Manually:
   • If necessary, process the return as an admin through WeSupply.

Step 3: Monitor Future Orders

Once the tag is applied, monitor future orders to ensure the non-refundable policy is enforced:

1. Verify Tags:
   • Confirm that the "non-refundable" tag is correctly applied to the product.
2. Test the Returns Process:
   • Place a test order and attempt to initiate a return to ensure the tag is working as expected.

Key Considerations

• Retroactive Application: Tags do not apply retroactively, so orders placed before the tag was added may still be eligible for returns.
• Clear Communication: Inform customers about your return policies to avoid confusion.
• Manual Adjustments: Be prepared to handle returns manually for orders placed before the tag was added.

Need Further Assistance?

If you have questions about managing non-refundable products or need help configuring your return settings, our support team is here to assist you. Reach out to us for personalized guidance!