Returns | Activate Store credit

A customer wants to send back a product and keep the opportunity to easily buy something else from your shop in the future? At Bigblue, we enabled a refund method that exactly answer this situation, directly in your return portal - the store credit. As soon as the return is shipped, your buyers get a code that they can use to purchase new items from your shop.

This system does not only allow you to retain revenue 🤑 (returns no longer have to be synonym with refunds), but also to spend less time on refunding buyers, since it's fully automated.

How does it work?

In the return portal, your buyer its refund method: refund or store credit (or direct exchange).

☝️ At the moment, the feature is only available for Shopify. To help us prioritize other CMSs, request store credit for another CMS in this Typeform.

How to set up the Store credit?

There are 2 simple steps:

1. In Shop Integrations, ensure that your permissions on your Shopify are up to date. If you see a yellow alert, click on your store and update the permissions.

2. In your Buyer Experience > Customization, in the Return portal's settings, enable Store credit and optionally choose a maximum value

Frequent questions

✉️ How and when is the store credit shipped to my customer?

The store credit is sent by email as soon as the return gets shipped (i.e. when Bigblue receives a confirmation from the carrier that the shipment is with them). For the buyer, the store credit looks just like a discount code. (In the email preview on Bigblue, the code is hidden to avoid any misuse.)

💰 What amount does my buyer receive? What about discounts?

Let's say that you sell shoes. Your customer benefited from a discount on their order and bought a pair of shoes for €100 instead of €120 (which is the price that usually applies).

You can choose whether the store credit should be:

• Equal to the initial item price – the customer receives €120 of exchange credit

  In that case, if the pair of shoes does not benefit from a permanent discount, giving €120 of store credit enables your customer to switch for a different size of the same pair of shoes.

• Equal to the discounted item price – the customer receives €100 of exchange credit

  In that case, if the pair of shoes does not benefit from a permanent discount, giving €120 of store credit is not enough to switch for a different size of the same pair of shoes.

If you need different settings for different types of orders, consider setting up multiple buyer experiences - please read this guide about our multi-experience feature.

🎟️ How can I access, modify or resend the store credit issued?

In the Bigblue App, in the Returns list or in the return card on the order page, you can see whether your customer asked for a refund, a store credit or a direct exchange. In case of a store credit, you have a button on the return card to view the gift card on Shopify.

If you need to re-send the code, do it on Shopify: simply attach the store credit to your customer and re-send the gift card. You can also change the amount or de-activate the gift card on that page.

🧦 An item that was returned is damaged, what can I do?

We have chosen to prioritize a faster experience for customers. Considering that most of our merchants already refund their customers for items received damaged at the warehouse and that there is very little risk of dishonesty for buyers in case of store credit, the store credit is issued before the returned items are received and controlled.

If the code hasn't been used yet, you can deactive it on Shopify and contact your customer.