Admin-Only Workflow: Managing Returns Without the Customer Portal

For merchants who prefer a hands-on approach or handle customer requests via email, phone, or in-person, ExchangeIt can be used exclusively from the app's admin panel. This guide will walk you through the entire process, from creating a request to managing complex scenarios, without ever needing the customer-facing portal.

First, ensure your customer-facing portal is disabled in the settings if you want a purely admin-driven workflow.

We have compiled all the necessary video tutorials into a single showcase for your convenience.
https://app.supademo.com/showcase/cmfbml8g801geyn0idf5q7dmr?utm_source=link

Here is the recommended workflow, with links to specific Supademos for each step.

1. Manually Creating a Request

When a customer contacts you for a return or exchange, your first step is to initiate the request on their behalf from within the ExchangeIt app admin.

• How to initiate a return request from the app admin: Learn the step-by-step process for creating a standard return.

• How to initiate an Exchange request from the app admin: See how to start an exchange for a customer directly.

2. Configuring Fees

Before or during the request process, you may need to apply fees for shipping or restocking. These can be configured to apply automatically or be added manually.

• How to Configure Exchange Fees: Set up handling or processing fees for exchanges.

• Return Fee Configuration and Processing: Configure and manage any fees associated with returns.

3. Handling Different Exchange Scenarios

Exchanges can vary in complexity. These guides cover the most common scenarios you will encounter.

• Exchanging for higher priced items: Learn how to process an exchange where the customer owes an additional amount.

• Exchanging for lower priced items: See how to handle exchanges that result in a refund or store credit for the customer.

• Upgrading Items During an Exchange: A guide for scenarios where a customer is upgrading to a more premium product.

4. Managing Your Dashboard & Tracking

Keeping your dashboard organized is key to managing a high volume of manual requests.

• Dashboard Tab Overview: Get a complete tour of the main dashboard where you'll track all active requests.

• Add a Request Type column to your dashboard: Customize your view to quickly see whether a request is a return or an exchange.

• Logs Tab Overview: Understand how to use the logs to track every action and event for audit and troubleshooting purposes.