Swap Settings: Explained
There can be various reasons for swapping subscription products, such as product breakage, loss, or the need for upgrades or downgrades.
If you have activated and configured the circuly Self-Service Portal, your customers have the convenience of submitting swap requests directly from their portal.
Alternatively, if you are not utilising the circuly Self-Service Portal, customers can still initiate swap requests via email.
In order to utilise the swap feature within the circuly Operations Backend, it is important to carefully review and configure the following settings based on your specific business requirements.
Learn more about exchanging and swapping products.
Settings explanation
- Maximum number of swaps per original order - with this setting you can set a limit to the maximum number of swaps permitted for an order. A circuly user will be prevented from processing a swap request if this number has been reached.
Example: Original product was a MacBook 14 Pro and a customer requested a swap because there was something wrong with it. A circuly user processes the swap and the new order is dispatched. The customer requests another swap and this time another circuly user wants to process it. If the value in the Maximum number of swaps per original order = 1 then the user will be prevented from processing the swap.
The limit exists to prevent different users from processing a swap in case there is something suspicious about the request itself and instead of processing the swap, more information from the customer is needed.
- Delay swapped order - typically a new order is created in the circuly Operations Backend and in your shop system when a swap request is made either by your customer in the Self-Service Portal or processed by a circuly user in the circuly Operations Backend.
However, enabling this settings changes that process: the process of an order creation after a swap request changes to a draft order creation (not a regular order) after a swap request.
Doing so prevents a circuly user from accidentally creating a subscription for an order or sending a replacement product without receiving the old product.
The reason why you would want to enable this switch is when you want to receive the old product before you send its replacement and prevent any fradulent activities.
- Prevent swap if customer has failed payments - as the name suggests enabling this setting will prevent a circuly user from processing a swap request if the customer who requested the swap has failed payments.
- Swap reasons - You can add swap reasons and they will be displayed to the customer in the Self-Service Portal. Learn more about adding swap reasons in the circuly Operations Backend.
- Tag after swap - you can type a text here such as “replacement” “swap” etc and this text will be displayed as tag for orders that have a swap request attached to it. We recommend adding a tag as it makes it easier to differentiate normal orders from swap orders.
- Extend subscription on return - you can decide to extend the end date of the subscription by 7 days if there is a swap request attached to that order.
This setting is useful when you want to account for the delivery time required to deliver a replacement product and as a result your customer would like to end their subscription.