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TryNow Program Maintenance

Frank T.
  • Updated

Fulfilling a TBYB order

You may fulfill your orders as usual, since TBYB orders will show within your Shopify Admin > Orders page. The orders will show up as “authorized,” meaning that the Shopper's card was authorized for the amount of the TBYB items they ordered. Once you fulfill these orders, you will need to mark them as “fulfilled.” 

 

Closing a TBYB trial and handling returns

TryNow is compatible with Returnly, Happy Returns, and Loop Returns, and will still work if you do not have an RMS provider. At this point in time, whether you use an RMS provider or handle your returns manually, you will need to manually close the order. 

 

There are two ways of closing an order. Please see below which method is recommended for you.

 

For Merchants that that charge for shipping, returns, or any other non-refundable costs

If at the end of their trial the customer returned all of their items, then you will need to close and capture payment for the shipping cost only (and anything else you may have outlined to the customer as being non-refundable). 

 

If the customer keeps at least one of their items, you will need to close and capture payment for the item’s cost in addition to the shipping cost (and anything else you may have outlined to the customer as being non-refundable). 

 

To close a shopper's trial

      1. Navigate to Shopify Admin console > Orders.
      2. Locate the order page in question.
      3. Click Close and Capture to close the order and capture the appropriate amount from the customer (like any non-refundable charges if the customer doesn’t keep any items).

Note: You will be paid after hitting Close and Capture. 

 

For Merchants that do not charge for shipping, returns, or any other non-refundable costs

Shopify requires that deferred payments must be closed and captured with a minimum of $0.50. If you offer free shipping & returns and a customer chooses to not keep any of the items that they tried, then you can either cancel the order to avoid the $0.50 Shopify minimum charge or you can close and capture payment of $0.50. Our suggestion would be to cancel the order to avoid customer confusion or complaints around the $0.50 charge.

 

To cancel a shopper's trial

      1. Navigate to Shopify Admin console > Orders.
      2. Locate the order page in question.
      3. Click Cancel to cancel the order to avoid capturing the Shopify required payment of $0.50.

If you have any questions or have encountered an issue following the steps above please do not hesitate to reach out to us at Merchant-support@trynow.io. Please note that at this time our Technical Support team is not able to complete direct implementation work. However, we are happy to assist you in troubleshooting any steps during and after the implementation of the Try Before You Buy application.

 

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