Instant Returns

overview this section walks through the full instant refund and instant exchange customer journey from start to finish instant returns are designed to provide customers with immediate financial resolution while still maintaining compliance with your return policy and operational processes from the customer’s perspective, the experience is simple and seamless from the retailer’s perspective, however, instant returns are governed by resolution settings eligibility rules flow logic region and compliance checks communication timelines merchant processing timeframes this section helps you understand exactly what customers see at each stage, and how your configured settings influence that experience how the instant return journey works the instant return journey generally follows this structure customer enters their order details eligible resolutions are displayed customer selects instant refund or instant exchange customer completes the refundid sign up flow refund or exchange is confirmed instantly customer is prompted to send their item back reminder communications are sent retailer processes the return upon receipt each of these stages is influenced by your configuration for example if instant is disabled in certain flows, it will not appear if a customer paid partially with a gift card, instant will not be available if eligibility rules exclude certain products, instant will not show if non shipping return methods are selected, timelines may change understanding this journey ensures that your internal teams know exactly how your return policy translates into the customer experience communications & timelines once an instant return is lodged, customers enter a structured communication timeline they will receive confirmation of their instant resolution instructions on how to return the item reminder emails on day 1, day 4, day 6, and day 7 matching sms reminders (where applicable) these communications are designed to reduce missed returns minimise declines provide clarity on deadlines protect both the retailer and refundid financially understanding this timeline is important for support teams managing customer enquiries what this section will show you the following videos and outlines will demonstrate instant exchange lodgement instant refund lodgement the refundid sign up flow email & sms timeline together, these provide a complete view of what your customers experience when instant returns are enabled