Gift returns

What is a gift return?

A gift return is a return that is initiated by somebody other than the original purchaser.

It allows someone who received a product as a gift to initiate a return through the ReturnZap portal without having to contact the person who originally made the purchase.

This is helpful for situations where the recipient does not want the original gift giver to know that they have returned an item, or where they want to facilitate an exchange for a different size or color without having to trouble the original purchaser.

How gift returns work in ReturnZap

ReturnZap can facilitiate two types of gift returns:

Option 1: Return for store credit

Customers can return an item for store credit. Store credit is issued in the form of a gift card, and is sent to the email address provided during the return process.

Option 2: Return for exchange

Customers can return an item and exchange for another item of the same price. This is commonly another variant of the same item (for example, in a different size) or for a different product (for example, in a different style).

With either option, customers will be prompted to look up their order, enter in important contact information like email address and shipping address, and select the items they wish to return.

How to enable gift returns

To enable gift returns, navigate to ReturnZap Settings > Policies > Gift Returns

Enable or disable gift returns using the Turn On / Turn Off toggle in the top right .

When enabled, two options for gift returns can be configured:

1. Offer exchanges - Customers will be able to return their item(s) for a replacement
2. Offer store credit - Customers will be able to return their item(s) in exchange for store credit

Note: In order for both options to be available, you must have Exchanges or Store Credit enabled as a global return policy before configuring gift returns.

Gift return portal experience

Gift return mode

When gift returns are enabled, a new option will appear in the returns portal to allow customers to toggle into gift return mode:

Order Lookup

Gift returns always use the combination of order number and postal code for order search and lookup. Postal code can be either the shipping address postal code or the billing address postal code for the order, allowing lookup using either the receipient or gift giver information.

Order Information

Once an order is retrieved, the customer will be prompted to input important contact information used to facilitate the gift return:

• Email address - This will be used for all return related notifications
• Name - This will be used for creating return shipping labels, creating replacement orders in the event of an exchange, and creating a new customer record in Shopify
• Shipping address - This will be used as the origin address for return shipping, as well as the destination address for any exchange orders
• Phone number - Will be used as part of the origin address for return shipping as well as the destination address for exchange orders, per carrier requirements

Once order information is collected, the return will proceed normally via the ReturnZap portal.

Admin Gift Return View

The ReturnZap admin view contains information indicating when a return is a gift return.

Gift returns are identified by a gift icon on the primary Returns view:

The return page will also include a tag indicating that the return is a gift return, as well as an identifier for the gift recipient name in place of the standard customer name:

Important considerations

Gift returns for store credit are always resolved to gift cards

ReturnZap will always create a Shopify gift card when resolving a gift return to store credit. Even if your default setting for store credit is Shopify credit or a discount code. This is done to avoid notifying the original purchaser.

Gift returns for exchange always use the draft order exchange method

A gift return exchange will always create a draft order. This is the case even if your default Exchange policy is to create exchanges on the original order. This is done to avoid notifiying the original purchaser, and to allow for the use of a new shipping address.

Original purchase will not receive any email notifications

All return related email notifications will be sent to the email address provided by the customer during the gift return flow in the ReturnZap portal. ReturnZap will not send any email notifications about the return to the original purchaser.

Original order may show return in process via customer accounts

ReturnZap will continue to mark the original order as "return in progress" in Shopify. Note that this status may be visible to the original purchaser should they choose to access the order via the Shopify accounts page.