How To Use The New Returns and Exchanges Workflow in Shopify POS
The New Returns and Exchange Workflow in Shopify POS
Returns and exchanges are a huge part of retail. When a customer walks into your store with an item to return or exchange, your team needs an easy process to handle these quickly. Starting in Shopify POS version 11.5, the workflow just got easier.
Shopify POS recently made an update to feature the returns, refunds and exchanges directly in the cart. Your staff no longer needs to move through separate return or exchange processes. You can now select the item being returned, add the new exchange item to the cart, manage all the notes and complete the transaction within the same experience. Let’s review how to use this new process and show how it makes your in-store experience way better!
Returns and Exchanges Matter
Returns and exchanges are something your store needs to deal with multiple times a day. A customer might be returning a size that didn’t fit or maybe they want a different color. They might have bought online and decided to visit your store instead of shipping the item back. In each case, you need to react confidently. You don’t want a disappointed customer leaving your store with a bad impression of your brand.
Customers don’t think in separate online or POS channels. They don’t care if the order started online, at another store location, they just want help fast. They expect your staff to see the order, understand what happened and help them right away. A slow return process makes your business feel disconnected. This new Shopify POS update aims to solve this problem.
The New Workflow in Shopify POS 11.5
Shopify POS now moves all returns and exchanges directly into the cart and checkout flow. Before this update, you had to move through a separate return window. You had to jump through three or four different modals and pages just to complete the transaction. Those days are now gone. With Shopify POS 11.5, the cart becomes the central place where the process is managed. You scan or search for the original order, select the item being returned, add the new item to the cart and complete the checkout like any other order. The Shopify POS automatically handles the math for any refund or additional payment. You never leave the main screen. This makes the return or exchange feel more like one connected transaction.
For example, if a customer returns a $50 item and exchanges it for a $65 item, the cart shows the amount still owed. If the customer returns a $65 item and exchanges it for a $50 item, the cart shows the refund for the difference. It’s all one button right in the cart.
Let’ Do a Return
The return process still starts from the order. Your staff will scan a receipt or search for an order in the system. While viewing the order, choose Return or exchange. The process stays on the home POS screen in the live smart grid area. All the required details are entered from this area including the quantity, return reason and restocking setting. The extra modals and pages are gone.
After the return details are confirmed, you process the refund during checkout. The refund is processed back to the original payment method. You can optionally refund to store credit or split refunds for even more flexibility.
Here’s a quick outline of the new process for completing a return:
- Search or scan for a fulfilled order
- Open the fulfilled order.
- Tap Return or exchange.
- Select the item the customer wants to return.
- Adjust the quantity if the customer is returning more than one unit.
- Choose the return reason.
- Add a note if you need to include extra details.
- Review the refund amount in the cart.
- Tap Refund.
- Select the refund method.
- Complete the refund.
- Print or email the receipt.
- Tap Done to finish the return.
Let’s Do an Exchange
The exchange process starts exactly the same as the return process with one difference. If the customer wants to exchange the item, you simply add the new item to the POS cart and Shopify does the rest. The store staff use the normal search and scan process to add the new item to the cart. This really speeds up the workflow treating it more like a regular checkout. You can even select multiple items as part of the exchange.
Once the exchange cart is ready, your staff simply click the checkout button. The Shopify POS cart shows whether the customer owes a balance or receives a refund. If money is owed, you will collect the payment. If money is due back, you complete the refund process. It’s all one cart-based transaction. Your team doesn’t have to learn a new workflow. It’s just the same process they’ve already been doing.
Here’s a quick outline of the new process for completing an exchange:
- Search or scan for a fulfilled order
- Open the fulfilled order.
- Tap Return or exchange.
- Select the item the customer wants to exchange.
- Adjust the quantity if needed.
- Choose the return reason.
- Add a note if needed.
- Do not tap Refund yet.
- Add the replacement product to the cart first.
- Shopify POS will now detect that this is an exchange.
- Check whether the customer owes money or needs a refund.
- If the new item costs more, collect the balance due.
- If the new item costs less, process the refund.
- Add or remove items from the cart if the customer changes their mind.
- Complete the payment or refund.
- Print or email the receipt.
- Tap Done to finish the exchange.
Another great benefit is the Shopify POS Terminal also uses the transaction info, so your customers can see the returned item and the exchange item all in one place. Shopify says the new experience supports a wider range of return and exchange situations while extending operational controls.
New Staff Permissions and Return Reasons
Shopify POS 11.5 also adds more control around who can perform certain return actions including Manage item restock, Remove unfulfilled items and Complete in-progress returns. These permissions are enabled by default (with the update to 11.5), so you should review them and adjust based upon your needs. Make sure you review these permissions before rolling out the new workflow across your team.
Remember, returns affect money so your permissions should limit which staff member can use this process. Loss management is an important part of retail so these permissions give you more control. For example, a cashier may only need checkout permission while a manager may need to approve a return or exchange. There are also extra permissions for actions like returning ineligible items, creating unverified returns, completing in-progress returns or managing where items are restocked.
The new workflow also supports return reasons. Return reasons are useful because they provide useful product insight. For example, if customers keep returning a product because the size runs small, you can note this on the product page or you can adjust the sizing chart. Another example can be if an item is returned because it arrived damaged. This could be a signal that your warehouse team needs to improve the packaging process. Return reasons help your business improve over time.
Rolling Out The New Update
Before you roll out the new workflow, make sure every POS device is updated to Shopify POS 11.5 or later. Once your devices are updated, your staff should practice finding fulfilled orders, starting a return, selecting return reasons, issuing refunds and adding replacement products for exchanges.
The most important training point is that exchanges start as returns. Your staff should not look for a separate exchange-only screen. They should begin the return, then add the new product to the cart. Shopify POS will calculate whether the customer owes money or receives a refund.
Your staff should also understand how to cancel a return from the cart. If a customer changes their mind, the return item can be removed from the cart just like other cart items. Shopify POS will ask for confirmation before canceling the return process.
With a little practice, the new workflow should feel faster and easier than the older experience.
Let Sunrise Integration Help You Get More From Shopify POS
Shopify POS can now help your team manage returns, exchanges, inventory, customer history, payments and store operations in one connected workflow. The new Shopify POS update really speeds up your day-to-day operations.
Sunrise Integration helps retailers install, configure and launch Shopify POS. We can review your current return and exchange process, configure staff permissions, set up locations, connect your products and inventory and train your team so they feel confident using Shopify POS.
If you are launching Shopify POS, upgrading your retail workflow or replacing an older point-of-sale system, we can help you make the move. Contact Sunrise Integration today to get expert help with your Shopify POS installation, setup and staff training.