40 votesCarolina Gonzalez-Llanos Five Ultimate commented
150% agree with & need both of these features.
1) 90% of the time our customers are returning 1-2 products which typically are under a pound combined so we have it set to default to first class, but as soon as someone has a heavier product or is returning more than 2 they get an error message and we have to do the return manually. It would be great if we could have it default to the cheapest shipping option
2) I might have mentioned this in another thread, but it would be great to allow the exchange option to let us know what they want, or automatically send them an email to follow up on what they want to exchange it for.
Related to emails, it would be great if it didn't default to emailing the original customer. Sometimes people receive our products as gifts and if they are looking to exchange, they probably don't want a return shipping label sent to the person who placed the order, letting them know they are exchanging their gear.
26 votesCarolina Gonzalez-Llanos Five Ultimate commented
I just implemented the self service return portal and there's a disconnect between customers being able to choose exchange as a reason but not having anywhere to put what they want to exchange it for. Right now we are just refunding them and telling them to place a new order but that creates some friction and could lead to those people deciding against spending the money again.
Another option would be to have them enter their email in the returns portal and have an automated email ask them what they would like to exchange their product for.
Either way, it seems odd that a customer can choose exchange as an option but then there is nowhere to put what you want or what you should do next.