Understanding the Exchange Process

Learn how customers complete exchanges using the Try with Mirra Portal, and how these exchanges will appear in Shopify Admin.

Overview Video

Basic Process Outline:

• Customer selects 'Return or Exchange' in the Customer Portal.
• With the item(s) the customer wishes to exchange, they select the 'I want to exchange this item' checkbox. 
• The customer completes their order in the Portal, checking the box to confirm they are aware that they must place their exchange order within 12 hours to avoid any restocking fees (if applicable).
• The customer is given a link back to the store, and is instructed to place a new, regular order, which is paid for at checkout.
  • This includes any outbound shipping costs, following the store's standard shipping rules.
• In Shopify Admin, the original order is updated, with the new order number referenced in the order notes, and a 'Try with Mirra - Exchanged for new order' tag added.
• The new order placed by the customer will have a 'Try with Mirra Exchange' tag added.
• The new order can be fulfilled and shipped as normal. The exchanged item will be returned, along with any other returning items, following the same process and rules as any other Try with Mirra return.

Key Benefits

• Try with Mirra exchanges are a streamlined, guided process for customers, leading to a great customer experience, while encouraging them to order more.
• For brands, these exchanges are hands-off, as it's all completed by the customer. Functionally, it's very similar to a customer simply returning one item and ordering another - just made a lot smoother for the customer.
• Warehouses don't need to alter their processes for the new order or the returns, as they function as they would with any other order.
• Because the customer is placing a new order, the exchange is effectively instant - the new order can be shipped straight away.
• The returning exchanged item is still subject to the normal rules with Try with Mirra returns - e.g. if the return is not received by the post office within the time limit, the customer will be charged for the order.