Stop paying shipping and handling costs for items you don’t need returned. The Shopper can still get their refund or exchange without the hassle of shipping something back!
You have multiple options to allow the shopper to get a refund or exchange without returning the original item.
Link to Product Tag Configuration
Add the KEEP_ITEMS product tag to applicable products in Shopify. This tag will ensure that the shopper does not send this item back to you.
Regarding Tags
-
In the near future, we will allow merchants to include their own tags for various rules.
-
If there are multiple products in an order and only one of them has the tag, the other products will be expected back and a label will be generated for those.*
You can also configure certain request reasons to have the Keep Item functionality. This can be toggled on and off under the request reasons tab.
Go to Configure > Return Management > Request Reason.
Click on the pencil icon and scroll down to Other Requirements.
Toggle Allows Keep Item to on. Allow Keep Item will apply to all products being returned with this reason code.
Use for Damage or Defective Items
Use Allow Keep Item in conjunction with Qualification Approval so that you can first approve/accept that the return is damaged. Then, allow the your customer to get their refund/exchange without having to ship anything back.
When Allow Keep Item is on for a product, your customer will see You don't need to ship this item to get your refund/exchange when exchanging the item.
The packing slip and the shipping label will exclude the kept item when processing a return/exchange. The label and packing slip will be created for any other items being returned/exchanged.
Example: The below order there includes an Exchanges Request for an item with a KEEP_ITEMS tag and a refund for another item for a Returns Request, i.e. Rachel Leggings.
You can see that the packing slip and return label will not have the keep item reflecting on them.
In case all the items in a request are green returns, the shipping label and the packing slip will not be provided to the shopper to eliminate confusion and the same will be reflected when a Return/Exchange is processed for a keep item.
Here is a quick video on how the KEEP ITEM functionality works.