Exchange upsells

What is an exchange upsell?

An exchange upsell is an optional step in the advanced exchange flow. It is an additional screen presented to the customer within the returns portal offering a limited time deal on an add-on item.

Exchange upsells are a great way to generate additional revenue through returns and exchanges.

Enabling exchange upsells

Exchange upsell can be enabled in ReturnZap Settings > Policies > Exchanges > Advanced Exchanges.

Upsells can be enabled / disabled using the checkbox. An upsell discount can also be added, representing a limited time discount available on the replacement items which is only available during the exchange process.

The discount can be disabled by setting a value of 0%.

Customer experience

When exchange upsells are enabled, customers will see an additional page within the returns portal when clicking Continue after they have select the items they wish to return.

The exchange upsell is only displayed if one or more items within the return are for exchange.

Up to 2 products will be displayed, with the option to "Claim this offer". See the bottom of this page for more information on how recommended products are selected.

If no upsell discount is configured in settings then customers will see "You might also like" in the header with the call to action to "Add to cart".

If a product contains variants, customers will then be prompted to select a specific variant before proceeding.

On the review return page, customers will see all add-on items displayed in a separate section below the return details.

The return summary section will display a line for "Exchanges and Add-ons" displaying the total value of exchange items and add-on items, indicating whether additional payment is required.

Once the return is submitted, upsell items will follow the same flow as advanced exchange. Customers will see a link to complete payment via Shopify checkout on the confirmation page.

Processing exchange upsells

Viewing upsell add-on items

Upsell items are added directly to the return within the ReturnZap admin interface. The card which normally displays exchange items will instead display both exchnage and add-on items.

A new tag will appear indicating which items were selected in exchange, and which were added on.

The return page will continue to display whether the customer has paid the open balance on the order for any exchange and add on items or whether that balance has been paid.

Releasing / completing add-on upsell items

Add-ons can be released and fulfilled using the same method as exchanges. ReturnZap will display an action "Release exchanges & add-ons"

This will remove the fulfillment holds from the exchange and add-on items, making them ready to fulfill and ship.

Note: If the order balance remains unpaid, ReturnZap will display an alert before exchanges and add-ons are released. You have the option to re-send the payment invoice from the returns page by hovering over the "Balance" section on the returns top bar.

How it works and FAQs

How are suggested items selected?

ReturnZap will automatically select items to display to customers as recommended exchange add-ons. The selection depends on several factors:

• Products which are historically purchased together on your store
• Products from related collections
• Products with similar or complementar product descriptions from your catalog

Additional configuration options for suggested items are configured soon. Please reach out to ReturnZap support with questions or suggestions.