Firstly, on the ticket in Gorgias, request that the customer send over photos/videos of the product and original shipping packaging to further assess the damage. Tag @Jimmy Fisher or @Daniel Petley to assess. Once this information has been assessed,

Firstly, on the ticket in Gorgias, request that the customer send over photos/videos of the product and original shipping packaging to further assess the damage.Tag @Jimmy Fisher or @Daniel Petley to assess.Once this information has been assessed, they will give a go-ahead on whether to proceed with the exchange/refund or not.Please use the tag &apos;Jimmy Review&apos; or &apos;Daniel Review&apos; so that they can provide feedback accordingly. (In some cases the supplier will need to send out a new product but we mostly take care of this).There are two ways to do this.&#xA0;882003439642From your Shopify admin, go to Orders.Search for the order, for example: (ASR12345) and click the order that you want to return.In Shopify:<img src="https://attachments.gorgias.help/GyBLV6k1ezr7NbQk/hc/ZPB9rx1RPr6WVa3O/2024091117-d93a569d-3fde-4951-b7ef-be58cfa96407-scr-20240911-qpgh-2.png" style="width: 677px;" class="fr-fic fr-dib"> Second Option:In Gorgias:<img src="https://attachments.gorgias.help/GyBLV6k1ezr7NbQk/hc/ZPB9rx1RPr6WVa3O/2024091117-10345ebe-d42b-454b-ade2-69b56f53b1c7-scr-20240911-qrfo-2.png" style="width: 692px;" class="fr-fic fr-dib">Click Return:<img src="https://attachments.gorgias.help/GyBLV6k1ezr7NbQk/hc/ZPB9rx1RPr6WVa3O/2024091117-cece96d0-bdc5-4411-8d94-fbe065358591-scr-20240911-quxg.png" style="width: 692px;" class="fr-fic fr-dib">In the Select Return items section, enter the number of items that you want to return, and then select a return reason.<img src="https://attachments.gorgias.help/GyBLV6k1ezr7NbQk/hc/ZPB9rx1RPr6WVa3O/2024091117-cae1c9c5-2d82-4e56-b6f2-4cb5e189f615-scr-20240911-qwnz.png" style="width: 692px;" class="fr-fic fr-dib">Optional: To edit a restocking fee or a return shipping fee, complete the following steps:<ul><li>In the Summary section, click Restocking fee or Return Shipping.</li><li>Enter a new restocking fee or return shipping.</li><li>Click Save.</li><li>Optional: You can also edit the restocking fee on an individual return item by clicking on the fee below the item.</li></ul>Optional: To add exchange items to a return, complete the following steps:In the Exchange items section, click Add products (refer to screenshot in the previous step)Select the exchange items, and then click Done.<ul><li>Optional: To apply a product discount to exchange items, complete the following steps:</li><li>Click Apply Discount next to the exchange item&apos;s price.</li><li>Enter a discount type, discount value, and a reason for the discount.</li><li>Click Apply.</li></ul>In the Return shipping options section, select one of the following options: (refer to screenshot in the previous step)<ul><li>Select Create a Return Label in Shopify to <a href="https://help.shopify.com/en/manual/fulfillment/shopify-shipping/shipping-labels/return-labels" style=" text-decoration: underline;">create a return shipping label for your customer</a>. This option is available only if your primary location and customer shipping address are both in the United States.</li><li>Select Upload a return label to upload an existing return shipping label for your customer. You can upload a PDF or JPEG file for your return label or add a return label URL. You can also enter a Tracking number and Shipping carrier.</li><li>Select No shipping required to create a return without any return shipping information.</li></ul>Click Create Return. (refer to the screenshot in the previous step)Send the Customer the return label:<img src="https://attachments.gorgias.help/GyBLV6k1ezr7NbQk/hc/ZPB9rx1RPr6WVa3O/2024091117-e54ce08c-25c4-47f8-8c7b-565dfd6582a6-scr-20240911-qzjl.png" style="width: 692px;" class="fr-fic fr-dib"> NOTE: When exchanging a product, ALWAYS take note of the affiliate. If you adjust the order, GOAFF Pro needs to recalculate the commission as shown in the screenshot below: <img src="https://attachments.gorgias.help/GyBLV6k1ezr7NbQk/hc/ZPB9rx1RPr6WVa3O/2025052720-953b9c18-c48d-43b4-8aab-69a1cfe0058a-scr-20250527-tsbo.png" style="width: 692px;" class="fr-fic fr-dib">

How to process a return

Overview. When creating coupon codes, we prefix each code with an identifier that relates to the event or purpose of the discount. This ensures consistency and clarity when tracking and managing discounts. For example:. Step-by-Step Guide for Creatin

OverviewWhen creating coupon codes, we prefix each code with an identifier that relates to the event or purpose of the discount. This ensures consistency and clarity when tracking and managing discounts. For example:<ul><li>Black Friday 20% Off: Prefix &quot;BF20&quot;</li><li>Purchase Follow-Up 20% Off: Prefix &quot;PFU20&quot;</li></ul> Step-by-Step Guide for Creating Coupon CodesIn Shopify:1. Log in to Shopify Admin Panel<ul><li>Go to Shopify Admin and select your store.</li></ul>2. Navigate to Discounts<ul><li>On the left-hand sidebar, click on Discounts.</li></ul>3. Create Discount<ul><li>Click the Create Discount button in the top right corner.</li></ul>4. Choose Discount Type<ul><li>Select from available options (percentage, fixed amount, free shipping, or buy X get Y).</li><li>For example, for a 20% off code, choose Percentage.</li></ul>5. Enter Discount Information<ul><li>In the Discount code field, enter the code using the prefix convention.<ul><li>Example: BF20 for Black Friday 20% Off.</li></ul></li><li>Set the discount parameters (e.g., 20% off).</li></ul>6. Set Eligibility Rules<ul><li>Choose who can use the discount:<ul><li>All customers</li><li>Specific customer groups</li><li>Or based on other conditions.</li></ul></li></ul>7. Set Usage Limits<ul><li>Set any usage limits (optional):<ul><li>Limit per customer.</li><li>Total usage cap.</li></ul></li></ul>8. Set Active Dates<ul><li>Choose start and end dates for the discount if applicable.</li></ul>9. Save the Discount<ul><li>Once all details are entered, click Save to activate the coupon code.</li></ul> In Klaviyo:1. Log in to Klaviyo Admin Panel<ul><li>Access your Klaviyo account and go to the Campaigns or Flows tab, depending on where you want to include the discount code.</li></ul>2. Navigate to Coupons<ul><li>In the left sidebar, click on Coupons.</li></ul>3. Create a New Coupon<ul><li>Click Create Coupon and select Shopify as the platform.</li></ul>4. Enter Coupon Code<ul><li>In the Coupon Code field, use the appropriate prefix for the discount.<ul><li>Example: PFU20 for a 20% off purchase follow-up discount.</li></ul></li><li>Set the discount type (percentage, fixed amount, etc.) and value (e.g., 20%).</li></ul>5. Configure Additional Settings<ul><li>Set usage limits (e.g., one use per customer or unlimited).</li><li>Set the expiration date (optional) if the coupon should only be valid for a specific time period.</li></ul>6. Sync with Shopify<ul><li>Once created, the coupon will sync automatically with your Shopify store.</li></ul>7. Include in Campaign or Flow<ul><li>To use the coupon code in an email campaign or flow:<ul><li>Select your email template.</li><li>Add a text block where you want the coupon to be displayed.</li><li>Manually enter the code (e.g., PFU20), or if using dynamic codes, you can add a placeholder to automatically generate the code for each recipient.</li></ul></li></ul>8. Test the Coupon<ul><li>Always test the coupon by sending a preview email or using a test customer profile to ensure it&apos;s working properly.</li></ul>9. Save and Monitor<ul><li>After adding the coupon code to your email campaign or flow, save your work and monitor the performance through Klaviyo&#x2019;s analytics tools.</li></ul>

Shopify Processes

How to process a return

How to create coupon codes