Setting up forward shipping fee for new exchange orders

Shipping out exchange orders involves additional logistics, and in some cases, you might prefer for customers to take on the forward shipping fee as part of the exchange process.

By setting up Forward Exchange Shipping Fees, you can allow customers to cover the cost of shipping them their new exchange order. This ensures the shipping cost is collected before the exchange order is fulfilled, helping you manage operational costs while giving customers clear, upfront options.

To set this up, simply reach out to your PostCo account manager or email us at support@postco.co. Once the feature is enabled for your store, follow the steps below to complete the setup.

In your PostCo dashboard, navigate to Return Settings > Exchange and locate the Exchange Shipping Options feature.

Before enabling it, make sure the following prerequisites are completed:

1. Update permissions – Click “Update permissions” to grant PostCo access to your configured shipping rates in Shopify.

2. Connect your Stripe account – A Stripe account is required to securely collect shipping fees from customers at checkout.

If you do not have a Stripe account, you can easily get one set up here.

After completing both steps, you’ll be able to enable this setting in your dashboard.

When finalising their return request, your customer will be able to see the available forward exchange shipping options and select their preferred method before completing their request & submitting it to you.

When processing a customer’s return, you can view their selected forward exchange shipping method in your PostCo dashboard - ensuring the exchange order is fulfilled according to their request.

While on the Shopify dashboard, you’ll also see the forward exchange shipping option your customer selected when fulfilling their exchange order.

1. Can I offer free exchange shipping to all customers?

   Yes, to provide customers with a free exchange shipping option, simply check the “Offer free shipping for exchanges” box in your settings.

   

   This would make the cheapest forward exchange shipping option free. Customers still have the option to pay for an Express forward exchange shipping.

   

2. Can I offer free exchange shipping only for customers returning a damaged or faulty item?

   Yes, you can set up the following policy rule to have the exchange shipping charges waived based on their return reason.

   

   
   

3. How do I edit the exchange shipping rates?

   To make changes, go to Settings > Shipping and Delivery, then click into your shipping profile to adjust the rates.
   Note: The forward exchange shipping rates are pulled directly from your Shopify shipping profile and are the same rates customers see at checkout from your online store.

   

4. What can I do if I don’t have a Stripe account?

   If you do not have a Stripe account, you can easily get one set up here.