Introduction

Unlike digital services, physical subscription products can get damaged, stop functioning, or go missing. When customers request a replacement, your ability to act quickly can significantly impact customer satisfaction and loyalty.

circuly’s product swap feature allows you to efficiently initiate and manage replacements—whether the product is being returned, or considered lost. This article explains how to process product swaps both from the Orders tab and the Subscriptions tab in the circuly Hub.

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Feature Overview

The product swap feature enables you to:

• Replace malfunctioning, incorrect, or lost products
• Choose the reason for replacement
• Update shipping details if the replacement needs to go to a new address
• Decide whether the original item will be returned (or marked as lost)
• Automatically generate a new order and complete the subscription setup

Lost items are excluded from the return process and tracked separately, while returnable replacements follow the pending return workflow.

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Step-by-Step Guide

• Go to the Subscriptions tab.
• Locate the subscription to be replaced.
• Click the three dots (⋮) to see the menu options.
• Select “Swap subscription item”.
• Choose the Replacement Reason. Learn more about adding and editing swap/replacement reasons.
• If the product is lost or stolen, check the box:
  “Is product item lost (missing/stolen)?” For more details on processing a swap for stolen or missing products, check out this article.
• Click Continue, verify details, and then click Submit.
• If required, update the shipping address by toggling Different Shipping Address and entering the new info.
• Submit the swap.
• A success message appears, and you’ll see a new Order ID.
• Go to Orders, search using the new Order ID, and open the new order.
• Finalise the subscription by entering the serial number and start date.

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What Happens Next

After a swap is initiated:

• A new subscription order is created automatically.
• The original product is:
  • Marked Lost (if flagged as missing/stolen) and excluded from Returns
  • Or marked as Pending Return if the product is expected back
• You’ll see the appropriate Lost or Replacement tag in the Order List
• All swap reasons are tracked in the circuly Hub for operational transparency