Returns and Refunds
When a customer decides not to keep their item, it's up to your team to update the order in Shopify so the customer does not get charged when their trial expires.
There are two different returns processes depending on if you charged customers a deposit or not.
It is NOT necessary to open the TryOnify app to manage Free Trial orders. Simply find the customer's order in the "Orders" section of the Shopify admin and open it like normal.
NOTE: An order's items must be marked as "Fulfilled" in Shopify before processing a return for a Free Trial order. If your fulfillment software does not automatically update the fulfillment status in Shopify, then you will need to manually mark the items as fulfilled by clicking the Fulfill item(s) button.
Next, you will need to start a return. If you would like to use Shopify's built in return process, click the "Return items" link in the top right menu.
If you have a different returns process, such as using a returns app like Loop Returns, please reach out to email@example.com for integration assistance.
Next, choose which items the customer will be returning. If the customer is keeping some of the items, be sure to unselect those items. Then decide if you want to create a shipping label for the customer using Shopify's built in return label system.
The return will now be listed as "In Progress" as the item has not yet been returned to your warehouse and been restocked.
Next, extend the due date for the payment to take into account the time you are giving the customer to ship the item back and for your warehouse to receive the product. We recommend 10-15 days depending on the speed of your warehouse. See our Changing the Charge Date Guide for more details.
The remainder of the returns process differs depending on if you've accepted money upfront from customers in the form of a deposit.
Returns for Orders with No Deposit
Once your team has received the item(s) and are ready to close out the Free Trial order, click the green "Restock" button next to the return item(s).
Once the item is restocked, verify that the "Total" outstanding due should be correctly updated. If all items have been returned and there were no other charges, the "Total" should say "$0.00".
Returns for Orders With a Deposit
Once your team has received the item(s) and are ready to close out the Free Trial order, click the green "Refund" button next to the return item(s).
You will then be taken to the refund screen and asked how much you want to refund the customer. It's entirely up to you if you want to refund or keep the deposit.
If you are keeping the deposit, set the refund amount to $0.
Then decide if you want to send the customer a refund notification. If you are not refunding any funds, we recommend you uncheck the "send a notification to the customer" box.
NOTE: There is currently a bug in Shopify for Deposit Order Returns
For deposit orders where all items are returned or all items are kept, everything works as it should.
BUT, if a customer keeps some items while returning others, there is a currently a Shopify bug where the customer will be charged the full amount. The returned/refunded items are not removed correctly from the charge. Even though the total shown on the Order looks to be updated correctly, if you click the green "Collect payment" button and attempt to charge the saved card, you will see the amount it will charge is not correct and does not match the total.
We have been in regular contact with Shopify about this bug and they are working on a fix, but for now the workaround is to manually charge the full price and then issue a refund for the returned items. We understand this is a frustrating bug and are working closely with Shopify to help them fix it.
Please reach out to firstname.lastname@example.org with any questions or concerns.