Greater Value Exchange

Overview

A greater-value exchange allows a customer to replace a returned item with an item that has a higher value than the original purchase. The value of the original item is applied toward the replacement, and the customer is responsible for paying the difference.

In Xoro, the original Sales Order is adjusted through a $0.00 Credit Memo, where an adjustment line offsets the value of the returned item. A separate Exchange Order is then created for the replacement item, with the original Customer Deposit applied toward its value and the remaining difference reflected as the amount payable.

Workflow

Step 1: In Shopify, create the order with the required product and customer information. Ensure that the order is Paid and Fulfilled.

Step 2: In Xoro, navigate to Shopify Channel → Orders → Actions → Import by Order. Enter the Shopify Order Number and click Import. The corresponding Sales Order is created in Xoro.

Step 3: Open Loop and select the Shopper return portal option from the menu.

Step 4: Enter the Shopify Order Number and ZIP code, then access the order.

Step 5: Select the item to be returned.

Step 6: Select the applicable Return reasons and click Continue.

Step 7: Under How would you like to proceed?, select the option suggested in the Best match section.

Step 8: Select the replacement item. The loop displays the replacement item's value and the additional amount required because the replacement item has a higher value than the returned item.

Click Confirm item.

Step 9: On the Review your return page, review the returned item, replacement item, and the additional amount payable. Select the checkbox to acknowledge the return policy and click Submit return.

Step 10: In Xoro, navigate to Shopify Channel → RMA and verify that the RMA has been successfully synced with the respective return.

Step 11: Go to the loop, in Return Processing, locate the return and review the return details. The return should show the Exchange outcome.

Step 12: Click the return record and select Process items to process the returned item. Once the return is successfully processed, its status changes to Closed.

Step 13: Now, reimport the Shopify order in Xoro from Shopify Channel → Orders → Actions → Import by Order.

Step 14: Open the existing Sales Order and verify that a $0.00 Credit Memo has been created. The Credit Memo includes an adjustment line for the original item's value, which offsets the returned item's value.

Step 15: Verify that a separate Exchange Order has been created for the replacement item.

The original Customer Deposit is applied to the Exchange Order, and the remaining difference between the replacement item's value and the amount already paid is reflected as the amount payable on the Exchange Order.