⚠️ This feature will not be available if your plan does not support it. To upgrade your plan, contact your Swap account manager.
You can use a product tag to allow action on a pre-order item or item not fulfilled on Shopify. By using the product tag, customers can request a different outcome (refund, exchange, credit) for the item they have not yet received.
Tag:
pre_order
Portal Journey
Since a pre-order product is not yet in the customer's possession, the customer journey will differ slightly. A few notable items:
- Following your store settings, all return methods (refund, credit, exchange) within the portal will still be available for customer selection.
- The shipping selection page will be skipped if the return only includes pre-order items.
- The final confirmation page will not include label details. If the return only includes pre-order items, a simplified confirmation page will be shown.
Dashboard
You’ll notice some differences in the dashboard for RMAs containing pre-order items.
Processing
When at least one pre-order item is approved
The RMA will be marked as ‘needs review’, and a note will be created instructing the user to process the refund manually on Shopify.
When the order also includes non-pre-order items
If a customer returns two items, one of which is a pre-order item and the other not, the customer will have a shipping label generated within the portal to return the non-pre-order item.
In this case, if the order is processed with the pre-order item approved, no action will be taken on this order, and a manual outcome is required for all items/actions within the RMA.
If you’d like to process the non-pre-order items, disapprove the pre-order item and process the RMA. This will allow standard RMA processing depending on the expected outcome of the non-pre-order item(s) (ex: refund, place exchange, issue credit)
Tags
Tags will be added for easy identification. If an RMA contains at least one pre-order item:
- The pre-order product will have an identifying tag
- The RMA will be tagged as a pre-order. At least one pre-order item must be present for it to be tagged.
Important things to note:
- If there are pre-order and non-preorder items in one order, and the product tag is not present on the pre-order item, the pre-order item will not be eligible for return, and no action can be taken from the item within the portal.
- If all items within the order are pre-order items and the tag is not on the products, portal entry will not be allowed. This is because the items have not been received by the customer, and the portal has no way of knowing they are pre-order items without the tag.
- If a product within an order has a pre-order tag and the item has already been fulfilled (the customer has received the item), then standard return portal behaviour will occur.
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