In-Store Shop Now Experience

  • Updated

The In-Store Shop Now Experience allows customers to browse your Shopify storefront during the return process and select exchange items directly from your live product catalogue. This experience builds on the existing Shop Now flow by integrating product selection into your storefront, offering a more seamless and intuitive user journey.

This article covers how the in-store exchange process works, how to enable it, and key considerations when setting it up.

Note: You can still use the standard Shop Now exchange flow within the Swap portal (known as In-SWAP exchanges).

 

 

 

How the In-Store Experience Works

  1. During a return, the customer selects items to return in the Swap portal.
  2. Instead of choosing an exchange item in the portal, they click Shop Now.
  3. They are redirected to your Shopify storefront, where they can browse and select replacement products.
  4. Once items are added to their exchange cart, they return to Swap to complete the process.

This creates a storefront-based exchange flow while still leveraging Swap's backend power.

 

 

Prerequisites

There are a few things that are needed to use the In-Store Shop Now Experience.

  • Add new scope to SWAP Shipping and returns app.
  • There may be issues with customised checkout buttons. In case your checkout button is customised, please reach out to your Account Manager discuss possibilities.
  • The following Shopify themes are confirmed to work with the in-shop experience. If yours is not listed, please reach out to your Account Manager.
    • Dawn
    • Craft
    • Spotlight
    • Refresh
    • Trade
    • Sense
    • Studio
    • Ride
    • Origin
    • Taste
    • Crave
    • Colorblock
    • Publisher

 

 

How to Enable the In-Store Experience

  1. Go to the Shopify App Store

  2. Search for and install Swap: Shipping & Returns

  3. In your Shopify admin, go to Online Store > Themes

  4. Click Customize

  5. In the left sidebar, go to App Embeds

    image (14) (1).png

  6. Enable the swap-in-shop experience toggle

    image (15) (1).png

  7. Go to your Swap Dashboard

  8. Navigate to Settings > Returns

  9. Enable Shop Now (you can set a bonus if desired, or keep it at ‘0’)

  10. Go to Settings > Exchanges

  11. Make sure Exchange For Something Else (EFSE) is enabled

  12. Configure visibility by region (domestic/international) as needed

 

 

What is the Shop Now Bonus?

The Shop Now Bonus gives customers more to spend when they choose to shop immediately with their return credit, rather than opting for a refund or gift card. A bonus percentage—usually 10%—is applied to the value of the returned items, increasing their total credit and encouraging them to complete a new purchase. This helps merchants retain more revenue while offering customers a better deal.

How It Works

When a customer selects Shop Now, their total credit is instantly calculated using a single pool system. This total adjusts automatically if they add or remove return or exchange items. The bonus is only applied when the value of returns is greater than exchanges. If the two are equal, or if exchanges exceed returns, no bonus is applied, and the customer pays the difference. Throughout the process, customers see real-time updates showing both their base credit and the increased bonus value, helping them make confident decisions.

 

 

Considerations

  • Return Types in Advanced Rules:
    • "Shop Now Credit" has been renamed to Shop Later Credit
    • "Exchanges" now covers both Shop Now (in-store) and Variant Exchanges
  • Product-Specific Restrictions:
    • If one item in a return is ineligible for exchange, the system blocks all items in that return
    • Customers must deselect the restricted item to proceed with the rest
  • Refunds in Exchange RMAs:
    • If a refund is denied, the exchange item remains in the RMA to avoid accidental removal
    • Exchanges that require extra payment won’t be processed at this stage

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