It is important to read this entire guide and understand its contents. key points before making a change or return of an online order in store.

Key Points

• Refunds are not issued in store ; the customer must always receive the refund through the system established by Reveni.
• The new exchange order will not be delivered to the store ; it will be sent directly to the customer's address through the system established by Reveni.
• It is essential that all online purchases have been processed through the Reveni returns portal . If the purchase has not been processed through the portal, neither a refund nor an exchange can be processed . We suggest creating a QR code to display in the store, allowing customers who have placed their order online to easily access the returns portal.
• We recommend providing the customer with proof of delivery once they have completed the return in the store in case there is any problem (with order number and date).

What is Reveni?

Reveni is the platform that helps manage online exchanges and returns for the brand, offering customers an instant service.

Instant service:

• Instant change

The customer requests an exchange through the exchanges and returns portal; Reveni automatically creates the new order , without needing to wait for the product to arrive at the warehouse or be delivered to the store.

• Instant refund

The customer requests a return through the returns and exchanges portal; the refund is automatically issued without waiting for the product to arrive at the warehouse or be delivered to the store. The refund can be issued using three different payment methods:

Instant Bank Transfer: The customer receives the money in the account number they provided (regardless of the payment method used) within 6 seconds. This money is advanced by Reveni and does not leave Shopify.

Instant Original Payment Method: The refund is issued directly to the same payment method used for the purchase (PayPal, Redsys, etc.). This refund originates from Shopify and may take between 0 and 48 business hours depending on the payment gateway.

Instant Store Credit/Gift Card: A discount code or gift card is generated instantly, usually with an extra incentive, to encourage the customer to make a new purchase in the store.

To be offered the instant exchange or refund option, the customer must have passed Reveni's fraud prevention process . If the customer is not eligible for an instant exchange or refund, they will only be offered a non-instant return or exchange (the refund will not be issued until the product arrives at the warehouse or is returned to the store by the customer and accepted by Reveni). 

A customer may not be eligible for an immediate exchange or refund for various reasons, for example:

• The customer has been detected as potentially fraudulent.
• The order quantity exceeds the limit allowed for an instant exchange or return.
• The method used to make the purchase is a buy now pay later

Return Methods Available at Reveni

• Home pickup
• Shipping at my own expense
• Drop-off
• In-store pickup

Activation of the return method - In-store pickup

You need to configure the in-store delivery method and store locations .

This can be configured from the merchant dashboard

Store delivery method

Click on Settings - Logistics - Returns and select + add new method , choosing the in-store pickup option and fill in the rest of the required information.

Locations

Click on Settings - Logistics - Locations and select + Add new location. Choose the store option. and fill in the rest of the required information.

In-Store Process

1. The store only acts as a delivery point (Drop-off point) for the customer, in the store only the product should be received.

Returns

• In-store refunds are not issued; refunds must be received only through the system established by Reveni.

Changes

• In the store, a new product is NOT delivered; the customer will receive their new order at their home address, since although it was delivered in store, the exchange request was made through Reveni and the new order will be automatically created as an online order.

2. Validation in Reveni

The store must verify that the customer has returned the product correctly; there are two options:

1. In-store validation:

The store must have a user previously created in the merchant dashboard ( see guide for user creation )

Once they have a user account, they can access the Reveni platform ( Merchant Dashboard ).

Once inside the dashboard, you should look for the Transactions section.

From here you can find the order, either using the order number or the email used for the purchase.

Once they find the order, they must select the Accept or Reject option .

Instant Exchange and Refund

In the case of an instant transaction, upon clicking accept they will only have to decide whether to replenish the stock or not, and if so, select the corresponding branch.

If the customer has requested the return of several products, she is given the option to accept or reject each product individually.

Exchange and Refund Not Instant

If the transaction is not instantaneous, upon clicking " accept" they will have to decide whether to replenish the stock or not, and whether they want to issue the refund using the requested return method, or in the case of exchanges, whether they want the new order to be generated upon confirmation of the validation.

If the customer wants to return several products, they are given the option to accept or reject each product individually.

b. Internal validation

If internal validation is chosen, the store will only need to inform the relevant team (it can be through an Excel spreadsheet) that they have correctly received the products, indicating the order number, so that it can be validated by Reveni.

Possible Scenarios

1. 🔄 The customer requests a refund and ultimately wants an exchange.

If it's an Instant Refund:

a. The return must be validated correctly and the customer advised to make a new purchase of the desired product, either in the physical store or through the website.

b. The request must be rejected on Reveni so that the money is returned to the Reveni platform, and the exchange must be processed outside the platform .

If it is a non-instant refund:

a. The customer has the option to cancel the initial return request through the Reveni returns portal and resubmit the exchange request from the portal if desired.

3. ↩️ The customer requests an exchange and ultimately wants a refund.

If the change process was instantaneous:

It's crucial to remind the customer that the new product has already been or is being shipped to their address. To receive a refund, the customer must return all items received (the original item and the replacement item) to the store. Once the transaction has been validated to prevent fraud, the refund must be issued manually through the Shopify platform .

If the brand allows exchanges, the customer will have to return all the garments received (the original item and the exchanged item) as indicated and then request a new return through the return portal.

If it is a non-instant exchange: The customer can cancel the original exchange and request a refund.

2. 🛍️ The customer requests an exchange and sees a product in store that they like better.

If it's an instant change:

The policy is not to offer exchanges . The return of the original product must be properly validated , and the customer must place a new order for their preferred item.

If it is a non-instant exchange: The customer can cancel the original exchange and request a refund.

4. 📉 The customer requests a change of lower value (the difference must be refunded).

This process is automatic and is managed entirely within Reveni.

Refund: The difference will be refunded to the method chosen by the customer through the Reveni platform .

Management: No action is required outside of Reveni. The refund is automatic if the process is instant, or it is processed once the exchange has been validated in store if it is not instant.

5. 📈 The customer requests a change for a higher amount (the difference must be charged).

The difference is collected via a payment link generated by the platform.

Payment: You will be sent a payment link to pay the difference through Reveni . Once payment is received, the warehouse will be notified to ship the new products. No further action is required outside of Reveni.

Management: The charge is automatic if the process is instantaneous (when making the request), or it is done once the change is validated in store if the process is not instantaneous.