Returns and Exchanges, End to End

Clear returns and exchanges make shoppers brave enough to order, especially for sizes. Mercayo lets shoppers ask from their own order page, and every request waits for you. This guide sets it all up and then follows one exchange and one return to the end.

Part 1: Set Up

1. Decide your policy. How many days after delivery may shoppers ask? Do you give refunds, or exchanges only? Who pays for the trip back when it is not your fault?
2. Settings › Returns and Exchanges:
   • Switch on Exchanges and set Days to Ask (7 by default).
   • Switch on Returns for a Refund if you give refunds, with Days to Ask for a Return.
   • Fill in your Return Address (where shoppers send items when the store was not at fault).
   • Decide Unboxing Video for Claims and Store Pays to Send the Replacement. Every setting is explained in Returns and Exchanges Settings.
3. Exchange Reasons: keep or reword the reasons; tick Store's Fault for wrong, damaged or faulty items; tick Size Change for the size reason; choose your Size Categories (rings, T-shirts…). See Exchange Reasons.
4. Store Details: set Return Window in Days, Items That Cannot Be Returned and Days to Refund to match.
5. Policies: press REFRESH FROM MY DETAILS so your returns policy says the same (or edit it). See Write Your Policies.

Part 2: An Exchange

A shopper's kurta arrived in M; they want L.

1. The shopper asks: on their order page, ASK FOR AN EXCHANGE, the item, the reason "Wrong size or fit" and size L (a different size is offered only in your size categories; otherwise the replacement is the same item).
2. You see it: Home's Exchanges asked, the bell, and Orders › Exchanges (Waiting).
3. Approve: open it, check the replacement and the price difference, press APPROVE. One L is held in stock for it.
4. The item comes back: for a size change the shopper sends it to your return address and adds the tracking number (On its way back). For a store's-fault reason you book the pickup yourself.
5. MARK RECEIVED when it arrives and you have checked it.
6. SHIP REPLACEMENT: pack the L and send it. The held stock leaves for good.
7. COMPLETE once it is delivered.

Details: Exchanges and Exchange Page.

Part 3: A Return for a Refund

A shopper wants their money back for a bedsheet that did not suit their room.

1. The shopper asks for a return on their order page, within your days.
2. Approve it on Returns (reached from Orders › Exchanges, Returns). For a store's-fault reason it moves to Pickup to arrange; otherwise to Shopper sends it, and the shopper sees your return address.
3. MARK RECEIVED when the parcel arrives and you have checked it.
4. REFUND ON THE ORDER opens the order: press REFUND, choose the items, how the money goes back (to the original payment, as store credit, or by hand) and tick Put the items back into stock if they can be sold again. A credit note is issued for the refunded items.
5. Back on Returns, MARK REFUNDED closes it.

Details: Returns, Refunds and GST Invoices and Credit Notes.

Part 4: Declining Fairly

Decline with a reason the shopper reads, for example "The item was worn" or "The unboxing video shows it arrived intact". Keep it polite: the shopper sees it on their order page.

Questions

Can I offer exchanges but no refunds?

Yes. Switch on Exchanges only.

Who pays for the return trip?

For reasons marked Store's Fault, you arrange (and pay for) the pickup. Otherwise the shopper sends the item to your return address.

Does a refund to store credit need bank details?

No. It goes to the shopper's store credit at once, which they spend at checkout. See Store Credit.