Downloading the App
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      Things to Know for Try with Mirra Onboarding

      To make onboarding smooth and straightforward, here are the answers to the most common questions we receive from brands.

      Contents

      How is shipping handled?

      Is outbound shipping included in the authorised payment?

      • Yes – outbound shipping is included in the authorised amount and is only charged at the end of the trial period, based on your store’s standard shipping rules.

        • If you offer free shipping over $X, that rule still applies to TBYB-only orders.
        • If the total order is below your free shipping threshold, the standard shipping fee will be added to the authorisation and charged later.
        • For mixed orders (TBYB + regular items), shipping is charged upfront at checkout.
        • Custom shipping rules can be set up if you want to avoid free shipping for TBYB orders. See the guide on how to do this here.

      What about shipping protection or apps like Route?

      • Shipping protection shows as a separate item and triggers checkout payment, making it a mixed order. Shipping and the protection fee will be paid for at checkout.

      Can customers use Click & Collect to avoid shipping fees?

      • Even if selected, outbound shipping is still charged when the customer completes their order in the portal. This ensures you’re not covering the shipping cost.

      How are returns handled?

      Can I manage returns manually?

      • Yes. We can configure returns to work manually, where you upload the return labels. We recommend this only if your team can act quickly to avoid delays for customers.

      Can you handle return labels for us?

      • Yes – we can put you on our eParcel account and charge a $12 restocking fee to cover this (Australia only).

      What happens when the customer selects 'Return' in the portal?

      • Once a customer selects they are returning items, the authorisation is released.

      What is the Restocking Fee and when is it charged?

      • The restocking fee only applies if all TBYB items are returned.
      • You choose the wording and fee amount in the app.
      • You can also set different fees for different currencies.

      What if there are issues with a customer's order?

      What happens if the customer's card fails the authorisation?

      • We automatically notify the customer if their payment method fails.
      • This is usually due to insufficient funds.
      • The customer will be prompted to ensure they have sufficient funds on the card used for the order.
      • Authorisation is automatically reattempted over a period of 12 hours.
      • If the payment doesn’t come through within 12 hours, the order is automatically cancelled.
      • The customer will receive an email with more information the first time this happens.
      • ✅ No action is required from your team. We handle all communications and follow-up.

      What if the customer doesn't return an item, or returns it damaged?

      • If an item is not returned or is returned damaged, you can simply remove the return tag in Shopify and charge the customer for the item.

        This ensures you're protected against loss or damage.

        This situation is very rare, but you have full control to recover the cost if it does occur.

      What fraud prevention is in place?

      • All orders go through an authorisation hold.
      • Customers must use a valid payment method before orders are confirmed.
      • Damaged items? You can still charge customers if items are returned in poor condition.

      How do mixed orders work?

      Can a customer have TBYB and purchased items in one cart?

      Yes, customers can place an order that includes both Try Before You Buy items and regular purchased items in the same cart.

      Here’s how it works:

      • Purchased items are charged upfront at checkout, as usual.
      • Shipping fees are also charged upfront at checkout (if applicable).
      • TBYB items are not charged upfront — they are included in the order but held on authorisation.
      • The trial period only begins once all TBYB items have been delivered.
      • After the trial, the customer is only charged for the TBYB items they decide to keep.

      This gives customers a seamless checkout experience while keeping both item types clearly managed behind the scenes.

      What support is available for brands and customers?

      What support do I get as a brand?

      Support varies depending on your plan:

      For all brands:

      • Access to our customer service team for ongoing support.
      • Helpful resources to guide both your team and your customers through the TBYB experience.

      For Pro Plan and above:

      • A dedicated onboarding manager to get you set up and confident using the platform.
      • Access to tailored marketing support to help promote TBYB to your customers.
      • Access to a Customer Success Manager who can assist your team with maximising TBYB performance.

      For Platinum Plan and above (or as our customer base grows):

      • Regular contact with a dedicated Customer Success Manager who will work closely with your team to maximise results, troubleshoot, and share best practices.

      We’re always here to support you – but higher-tier plans unlock more personalised and strategic support as you scale.

      Do I have to explain everything to my customers?

      Nope – we handle it for you.

      We manage all automated customer communications, including:

      • Order confirmation
      • Delivery updates
      • Trial reminders
      • Payment info
      • Returns & exchange links
      • Final reminders before charging the order

      Customers are guided through the entire experience, and you can always refer them to us for any queries.