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Product Exchange

Introduction​

The Product Exchange extension enables product exchange management for merchants on the Fynd platform. When a customer exchanges Product A for Product B, the system processes this as two separate actions: the return of Product A and the placement of a new order for Product B. Logically and technically, these are treated as two distinct shipments within the system. The Product Exchange extension links both shipments together. This extension operates at the sales channel level.

It provides a user-friendly dashboard that allows merchants to oversee all exchanges, including details such as unique IDs, product information, prices, and customer data. Merchants can manage reasons for exchanges and configure email notifications to keep customers informed about their exchange status. Additionally, customizable settings for shipping rates, inventory requirements, and price adjustments provide flexibility to meet operational needs. Overall, this extension enhances the efficiency of the exchange process, improving customer satisfaction and operational effectiveness.

Setup Guide​

  1. Set Rules for Exchange Request: From this setting, merchants can choose whether to allow returns based on individual products, categories, or disable returns entirely.
  2. Enable Credit Note (CN) Configuration: Set up the credit note feature to process exchanges involving refunds or store credits.
  3. Enable Exchange On: Activate the exchange feature, allowing customers to initiate exchanges directly from their accounts.
  4. Theme Configuration: Customize the look and feel of the exchange interface to match your brand aesthetics, enhancing customer experience.

Product Return Configuration​

The Product Return Configuration section lets you set return policies for individual products, categories, or disable returns entirely, offering flexibility in managing product returns. Select the option that best suits your store’s needs.

Configuration Options​

  1. Product Level: Set a specific return window for individual products. This allows you to determine the acceptable return period (in days or hours) while editing or creating a product.
  2. Category Level: Define return windows based on product categories. Products within each selected category will follow the specified return period. If no return window is set for a category, products in that category will be considered non-returnable.
  3. No Return: Disable returns for all products and categories. Selecting this option implies that none of the products or categories are eligible for returns.

Credit Note (CN) Configuration​

The Credit Note (CN) Configuration page allows you to set up credit notes as a refund option on the Fynd platform. This feature enables you to offer credit notes to customers, which they can redeem on future purchases.

Configuration Steps​

  1. Enable Credit Note as a Refund Method: Turn the toggle ON to enable credit notes as a refund option.
note

While you turn ON credit note, please mention the same in Return and Refund Policy.

  1. Refund and Channel Details:

    • Source Channel: Select the channels (e.g., POS, Website) where credit notes can be issued as refunds. Multiple channels can be selected if needed.
    • Redemption Channel: Choose the channels where customers can redeem their credit notes. Multiple channels can be selected if needed.
    • Credit Note Validity in Days: Set the number of days the credit note will remain valid. Customers must redeem their credit notes within this period; otherwise, credit will expire.
    • Currency: Displays the currency in which the credit notes will be issued, based on the platform's currency settings.
    • Usage of Credit Note: Partial usage of credit notes is allowed. For example, if a customer's cart value is less than their credit note balance, only the required portion of the credit note will be applied.
    • Customer Authentication: Specify the authentication method (e.g., Mobile Number and OTP) to verify customers during credit note issuance and redemption.

  2. Communication with Customers:

    • Expiration Reminder to Customer: Configure reminders to notify customers before their credit notes expire. Select the frequency and format of the reminder.
    • Repeat: Choose whether and how often the expiration reminders should be repeated until the credit note expires.
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For more detailed communication settings, visit Events and Communications to manage notifications.

  1. After configuring all options, click Save to apply the changes.

Enable Exchange On​

Choose the types of exchanges you’d like to support

  • Only Size: Allow customers to exchange for the same product in a different size.
  • Both Size and Variant: Enable exchanges for different sizes and variants (e.g., color) of the same product.
  • All Products: Allow exchanges for any product in the store (if applicable).

Steps to Use Product Exchange Extension​

  1. Go to the Extensions section under the specific sales channel in the Fynd Platform.
  2. Select Product Exchange extension.
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Once you have installed this extension, it will be available in the Extensions section on the Fynd Platform.

  1. Activate the extension by toggling the master button located at the top-right corner in settings.

  2. The Product Exchange extension has been successfully enabled. In the following sections, you will be guided through the configuration pages for the complete setup of product exchange. The extension offers five distinct features, each designed to address various functionalities.

    1. Exchange Management
    2. Reason Management
    3. Emails
    4. Settings
    5. Dashboard (Coming Soon)

Exchange Management​

The section is a central hub for merchants to oversee and manage product exchanges within the Fynd platform. All the exchange-related activities are consolidated in this section, allowing merchants to efficiently track and manage multiple exchange requests. At the top of the Exchange Management section, a search bar allows merchants to quickly locate specific exchanges. Merchants can search by:

  • Product Name: Enter the name of the product involved in the exchange.
  • Product ID: Use the unique identifier associated with the product.
  • Exchange ID: Search using the unique ID assigned to each exchange request.

The main section of the page features a table that displays the details of all exchanges.

  1. Exchange ID: A unique identifier for each exchange request.
  2. Date of Exchange: The date when the exchange was initiated.
  3. Product Name: Details about the product being exchanged.
  4. Price: The monetary value associated with the exchanged product.
  5. Customer Email ID: Information about the customer initiating the exchange.
  6. Exchange Status: Indicates the current status of the exchange (e.g., pending, completed), helping merchants manage workflows effectively.
  7. Actions: Merchants can see both the shipments- the return order and the new order created for the replacement items are mentioned here. Merchants can see the following details from the Action of an exchange request:
    1. Exchange Summary:
      1. Exchange ID: Unique identifier for the exchange request.
      2. Customer Information: Displays the customer’s name, contact details, and email for quick access if communication is required.
      3. Refund Method: Indicates the payment method used by the customer.
      4. Refund Amount: Shows the amount of the replacement product selected for exchange.
      5. Status Timeline: Tracks the exchange progress with status indicators, including:
        1. Pending: The exchange request is awaiting confirmation from the merchant.
        2. Initiated: The exchange process has started, and both the Forward Order (new product) and Return Order (returned product) have been successfully created in the system.
        3. Confirmed: The exchange request is confirmed once the Return Order is verified and approved. If a pre-quality check (QC) image is required, the return is subject to seller verification before confirmation.
        4. In Transit: When the new product is on the way.
        5. Completed: The exchange process is finalized, including the pickup of the returned item and the delivery of the replacement product.
    2. Exchange Shipment Details
      1. Product Information: Displays the product name, price, quantity, and selected size for the item being shipped in exchange.
      2. Shipping Details: Provides shipping information, including complete address for delivery.
    3. Return Shipment Details
      1. Product Information: Shows details of the product being returned, including name, price, quantity, and size.
      2. Shipping Details: Displays the customer’s address information for the return pickup, similar to the exchange shipment.

Reason Management​

The Reason Management section helps merchants to categorize and manage the reasons customers may have for initiating exchanges. This feature enhances the understanding of customer needs and improves the overall exchange process. At the top of the Reason Management section, a search bar allows merchants to quickly locate specific reasons for exchanges. Merchants can search by entering the Reason ID to locate the corresponding reason. The main section of the page displays a table that lists all available reasons for exchanges.

  • Reason ID: Each reason is assigned a unique identifier, which simplifies tracking and management.
  • Department: This column indicates the department associated with the reason (e.g., Food & Beverage, Books), allowing for distinct reasons to be associated with specific departments.
  • Category: Specifies the exact type of product within a broader department that the exchange reason applies to.
tip

In the Electronics department, categories could include Mobile Phones, Laptops, and Headphones. Similarly, in the Fashion department, categories might include Shirts, Dresses, and Trousers.

  • Status: Indicates whether the reason is currently active or inactive. Active reasons can be used by customers when requesting exchanges, while inactive reasons are not available for selection.
  • Actions: A button that allows merchants to view more details about each reason, facilitating better decision-making and management.
    • The page also displays a list of predefined reasons for exchanges.
    • A toggle button allows merchants to enable or disable specific reasons for exchanges. This ensures that only relevant reasons are available for customer selection.
    • The Configure button enables further customization of the reasons available, including adding new reasons or modifying existing ones. The button redirects to the Return Merchandise Authorisation page where further customization can be made to the reason.
      • Return Quality Check Toggle: It enables or disables a mandatory quality check for all return requests. When enabled, each returned item must pass a quality inspection before the return is approved.
      • Add Rule: This option allows merchants to define specific return criteria based on the department and category.
      • The main section of the page features a table that displays the following details:
        • ID: The unique identifier for each return rule.
        • Department: Specifies the broader product division (e.g., fashion) for which the return rule applies.
        • Category: Indicates the specific product category related to the rule (e.g., shirt, tops, casual shirts). Categories help further refine the department, providing a clear scope for the rule.
        • Status: Shows whether the rule is currently active or inactive. The toggle switch allows merchants to enable or disable rules as needed.
        • Actions: Merchant can modify the existing rule settings or delete the rule from the list.

Manage Emails​

The Manage Emails section facilitates effective communication between merchants and customers regarding product exchanges. This section allows merchants to configure and manage email notifications that keep customers receive timely updates about their exchanges, enhancing transparency and trust. The page displays a list of email notifications related to the exchange process:

  • Exchange Initiated Email: This email is sent to customers when the exchange process is initiated.
  • Exchange Confirmed Email: This email is sent to customers to confirm that the exchange has been successfully processed.
  • Exchange Cancelled Email: This email is sent to customers when an exchange request s cancelled by either the customer or the merchant.
  • Exchange Completed Email: This email is sent to customers to notify them that the exchange has been successfully completed and the replacement product has been delivered.

Each email notification has an edit icon that allows merchants to customize the content of the email. Merchants can modify the message to ensure it aligns with their branding and customer communication strategies. Also, a toggle switch enables or disables the email notifications. This functionality gives merchants control over which notifications are sent, allowing them to customize customer communication based on their preferences or operational needs.

Edit Email​

  • Sender Information: Displays the name and the email address from which the email will be sent. This information helps recipients recognize the sender.
  • Choose Default Provider: Merchants can select a default email service provider from a dropdown menu.
  • Subject: The subject of the email is pre-filled. However, merchants can edit this subject line to make it more engaging or relevant to their brand.
  • Preheader Text: A short line of text that appears before the main content of the email. It is pre-filled and can be customized to provide additional context or draw attention to the email.
  • Send Test Email: Merchants can send a test email to themselves or another address to preview the content and layout before finalizing changes.
  • Preview: On the right side of the page, a preview pane displays how the email will look to customers. This live preview helps merchants visualize the final product while they make adjustments.
  • Edit Email HTML: Merchants can access the HTML editor to customize the email's design and layout further. This option allows for more advanced modifications beyond the standard text fields.

Settings​

The Settings section allows merchants to configure essential parameters governing the exchange process. This customization functionality supports various business models and operational strategies, help maintain control over stock levels and order fulfillment and simplifies administrative tasks. Return Configuration: This setting indicates whether the return feature is currently enabled or disabled. Merchants can click on the Configure button to view and adjust the exchange windows based on the product/category type. The main section features a table that lists all configured categories/products and their respective settings:

  • Category/Product: Displays the product or category.
  • Return Window: Displays the duration within which a product is eligible for return. Merchants can modify the return window through the Sales Channel Settings.
  • Exchange Window: Indicates the time frame within which an exchange can be requested. The duration can be set in days or hours based on merchant preferences.
  • Actions: Click the delete icon to remove a category/product configuration or modify the settings directly in the table.

Credit Note for Exchange: This section provides information about credit notes associated with exchanges, explaining how they function within the exchange process.

  • Source Channel and Redemption Channel: Merchants can specify the source channel for issuing credit notes and the channel through which they can be redeemed.
  • Credit Note Validity in Days: This field specifies how long the issued credit notes remain valid, ensuring that customers use them within a defined timeframe.

Merchants can click the Configure button to further customize the credit note settings. The details of these settings are explained here.

Exchange Criteria: This toggle allows merchants to define the criteria that allow customers to initiate exchanges, specifying options based on size, variant, or all products. When selecting Both Size and Variant, merchants can choose from the following options:

  • All Variants: Allow exchanges for any variant, providing broad exchange eligibility.
  • Specific Variant with Price: Specify the exchange eligibility for variants based on their price relative to the original item:
    • No More Than: Allow exchanges for variants priced no more than the original product.
    • No Less Than: Allow exchanges for variants priced no less than the original product.
    • Equal To: Allow exchanges only for variants priced the same as the original product.
  • Allow % Price Change: Set an allowable percentage change for the price of exchanged items. Specify the maximum percentage difference permitted for exchanged variants.

Shipping Rate for Exchanges: Merchants can choose whether the shipping rate for exchanges will be set to Free or Custom. Selecting Custom enables merchants to define specific shipping costs associated with exchanges. For example, if merchant sets a shipping fee of ₹50 for each exchange request, customers will see a ₹50 shipping charge applied during the exchange process.

Minimum Inventory for Exchange: This section allows merchants to set a minimum inventory threshold for products eligible for exchange. Merchants can define this limit in the Set Minimum Inventory field, ensuring that products remain available for exchange as needed. This ensures that popular items remain available for purchase during high-demand periods, such as sales events.

Automatic Price Adjustment: This toggle allows for the automatic adjustment of price differences during exchanges. If enabled, the price will be adjusted accordingly; if disabled, the price will remain unchanged, resulting in no adjustments to the customer’s charges or credits during the exchange process. By enabling this setting, the exchange price difference is set to zero, meaning the merchant absorbs any loss if the exchanged item is priced higher. This ensures a better experience for the customer, with no additional charges during the exchange process.

Lock Replacement Shipment Until Return is Picked: This setting controls whether the shipment of a new order can be processed before the returned product is picked up. Activating this option helps manage inventory more effectively by ensuring that returns are accounted for before fulfilling new orders.

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This setting is mandatory and cannot be disabled by merchants. Making this setting mandatory ensures accurate inventory management and protects merchants from financial risks by confirming returns before shipping new orders.

Allow Pickup Address Change: This toggle allows merchants to determine if customers can modify the pickup address for returns. Providing this flexibility can enhance the customer experience by accommodating changes in shipping preferences.

Customer Journey​

  1. From the My Orders page, customers can find the relevant order which they need to exchange. The Exchange button becomes active only after the order is marked as delivered. Customers can click on this button to initiate an exchange request.
  2. Customers will see all the products included in the specific shipment, as the exchange window operates at the shipment level.
  3. The customer is prompted to choose a reason for requesting an exchange. They can select from predefined options. These reasons are defined in the Reason Management section. Depending on the type of reason selected, customers may be prompted to upload a supporting image.
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If the customer selects "Product received is damaged" as the reason for exchange, they may be asked to upload a picture of the damaged product for verification.

  1. The customer can choose an existing address or edit the details to specify the pickup location. Customers will be able to edit the pickup address only when the Enable to Change the Pickup Address is enabled.
  2. Customers can enable the "Delivery address is same as pick-up address" toggle if they want the pickup to be scheduled at their delivery address. Or click the Edit icon to modify the selected address and choose from saved addresses.
  3. Customers can select the size or a different variant of the replacement product from the available options. The chosen size/variant will be displayed under the Exchange Product section for confirmation. The available options depend on the Enable Exchange On setting configured by the merchant.
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Currently, the system does not support exchanging a product for the same size or variant that was originally delivered. Customers must select a different size or variant as their exchange option. The selected replacement product is displayed in the Exchange Product section for confirmation, showing details such as product name, selected size, quantity, price and an estimated delivery date to keep the customer informed.

  1. In the last step, customers review the exchange details and confirm the request. A detailed cost breakdown is displayed, including:
    1. Total MRP: The original price of the replacement product selected by the customer for the exchange.
    2. Subtotal: The calculated subtotal after discounts.
    3. Delivery Charges: Shipping fees, if any, based on the Exchange Shipping Rate configuration set by merchant.
    4. Previously Paid: The amount already paid by the customer for the product being exchanged.
    5. Exchange Discount: Any discount applied during the exchange process. If Auto Adjust Price Difference is enabled in the settings, any price difference between the forward order and the return order is offset using an Exchange Discount.
    6. Total: The final payable amount (if any). If the Auto Adjust Price Difference](http://Auto Adjust Price Difference: This toggle allows for the automatic adjustment of price differences during exchanges. If enabled, the price…) is enabled, the total payable amount will be 0.

Scenarios

Scenario 1: Same Price for Exchanged Product and Replacement Product Only the delivery charges will be applied if the merchant has configured a flat fee for exchange delivery from the Exchange Shipping Rate configuration. If the merchant has waived delivery charges, the total payable amount will be zero.

Scenario 2: Replacement Product Costs More Than the Exchanged Product The customer will pay the price difference along with any delivery charges, if applicable.

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If the merchant has enabled the [Auto Adjust Price Difference](http://Auto Adjust Price Difference: This toggle allows for the automatic adjustment of price differences during exchanges. If enabled, the price…) setting, the price difference will be adjusted to zero, and only the delivery charges (if applied) will be charged to the customer.

Scenario 3: Replacement Product Costs Less Than the Exchanged Product The customer will receive a refund for the price difference. However, the delivery charges, if applicable, must still be paid by the customer, even if a refund amount exists.

  1. On the My Orders page, the customer will see two new entries: the order for the exchanged product, marked as Return Requested, and the order for the replacement product, marked as Placed.