Return Policy: Defining the Process

To ensure a clear and frictionless returns experience for your customers, it's essential to establish a well-defined return policy . In this section, we'll guide you through setting up the rules and conditions under which returns and exchanges will be managed through Reveni.

💡 Recommendation: Maintain a flexible but clear policy to increase customer trust and improve conversion rates.

General Conditions of Return and Exchange

Establish the criteria under which a customer can return or exchange a product from the return policy section.

🔹 Return period: How many days does the customer have to return or exchange a product?

🔹 Reference Date: From what date does the count start? Purchase, shipping, or delivery date? If the configured date isn't available, we'll use the latest recorded date.

🔹 Shipping costs: Are they refundable? If you enable the option, only if the customer returns all items.

🔹 Auto-cancellation: Decide whether standard (non-instant) requests will be automatically canceled if the customer does not return the items within a specified timeframe.

🔹 Product Replenishment: Define whether you want Reveni to automatically restock when a return is approved.

🔹 Return Policy and Help Center Links: From this section, you can add links for customers to reference during the return process.

🔹 Blocked Items: To prevent returns or exchanges on certain products, please contact the Customer Success team at merchants@reveni.io , including the collection or category ID.

💡 Help: If you're using Shopify, please share the URL of the blocked collection with Reveni. Example:
https://my-shop-name.myshopify.com/admin/collections/123456789

Exchanges settings

From this section , you can define how changes will be managed.

🔹 Exchange type: Instant or Standard

Decide whether the changes will be instant or standard .

• Instant exhange: The new order is generated instantly when the customer completes the request.
• Standard exchange: The order is processed when the customer returns the products.

💡 Recommendation: Enable instant changes. Increases the change rate by 20% to 50% .

Even if instant changes are enabled, not all customers will be able to access them. If our fraud prevention system detects a potential risk, the change will be processed as a standard change.

Here's a reminder of the implications of enabling instant changes:

• Immediate generation of the new order : as soon as the customer completes the request, the change order is automatically created.
• Reveni risk coverage : If products don't arrive or arrive in poor condition, we assume the risk of fraud.
• Greater visibility of exchange versus return : During the process, the exchange option will be the first option customers see.
• Smart exchange recommendation : If a customer requests a return for a size and a larger or smaller option is in stock, we'll suggest an exchange instead of returning the product.

🔹 Instant exchanges

If you activate instant changes, you will have to choose when you want the new one to be generated automatically or manually .

💡 Recommendation: We recommend that it be automatic.

🔹 Standard changes

As with instant changes, you must choose whether the new order is created automatically or manually.

💡 Suggestion: We recommend that order creation be automatic.

If you choose automatic creation, you must also decide when the new order will be generated:

• Upon completion of the client's request.
• By accepting the request. (✅ Recommended)

💡 Suggestion: We suggest that the order be generated when the request is accepted, to ensure better control of the process.

🔹 Incident resolution

When a customer requests an exchange, it means there is stock available at that time. However, it can take several days from the request to validation, and stock may run out.

To manage these incidents, you can choose between two options:

• Automatically generate a store credit for the value of the products ordered.
• Manage it manually , without generating any automatic action, so you can decide how to proceed in each case.

💡 Suggestion: We recommend setting up automatic payment processing so that the customer receives store credit.

🔹 Variant changes or any product

When customers request an exchange, you can configure settings so they can only request variant exchanges; or you can allow them to request any other product, regardless of the price.

💡 Suggestion: We recommend that you allow changes to variants and other products because this way you can increase the rate of changes vs. returns.

🔹 Variant changes

When a customer requests a variant change, you can decide whether to keep the original price the customer paid or adjust it based on the current price of the product.

If you choose to respect the original price :

• No refund will be issued if the current price is lower.
• No additional payment will be requested if the current price is higher.

💡 Suggestion: We suggest activating both options to maintain the original price and avoid friction in the customer experience.

🔹 Exchange for another product

When a customer requests an exchange for another product, they can manually enter the name of the desired product or select an option from the recommendation carousel.

From this section, you can define which product group will be displayed in the carousel:

• Automatic recommendations : products suggested by the e-commerce platform based on the behavior of other customers.
• Custom Selection : You can manually configure the products you want to highlight.

💡 Suggestion: If you don't have a defined strategy, we suggest using automatic recommendations to improve conversion.

Setting up refunds

From the refunds section you can:
✅ Choose the refund methods available to your customers.
✅ Customize the names you'll see during the process.
✅ Define whether refunds will be instant or not .

🔹 Available refund methods:

• Refund by bank transfer (iBT) → The customer receives the refund in seconds to the bank account they indicate.
• Store Credit (iSC) Refund → A discount coupon is immediately generated for future purchases.
• Refund to the original payment method (iOPM) → It is processed immediately , but the customer receives it in 1-3 days , depending on the payment gateway.

🔹 Refund in store credit. From this section you can adjust:

• Bonus → Incentivize its use by offering an extra amount to the customer (example: €5 or an additional 5%).
• Duration → Defines how long the credit will be valid.
• Combinations → Add extras to make it more attractive.

💡 Recommendation: Adoption of this method is low. We recommend rewarding it to increase usage and retain customers.

Implications of activating instant refunds:

✅ The refund is issued as soon as the customer completes the request .
✅ Reveni assumes the risk of fraud if the product does not arrive or arrives in poor condition.
✅ Customers who choose this method repeat purchases more than with standard refunds .

💡 Tip: Enabling instant refunds can increase repeat purchases by 10% to 180% , depending on how you communicate it and the type of product you sell.

Return reasons

By default, Reveni has prepared standard return reasons. However, from the Return Reasons section, you can customize these reasons, delete them, and add more.

🔹 Availability : Choose whether you want a reason to appear only for exchanges, returns, or both; or if you want it to appear only for a collection of items.

🔹 Blocks : You can block the request of clients who choose a reason.

🔹 Custom Message : Display a custom message to customers who choose a specific reason.

🔹 Notes and Images : You can ask clients to provide notes and images to help you move forward with the process.

🔹 Subreasons: Add subreasons to gain even more insight into your products’ performance.

💡 Tip: Block returns and exchanges for defective reasons and combine it with a personalized message so customers can contact you by email to prove they received a defective product. Once you've verified this, create an exception to lift the block (more information here ).