An exchange-first returns module
that keeps the revenue.
A refund sends the money back. An exchange keeps it with the brand and keeps the customer. The portal offers the swap before it offers the money, so a return stops being a loss by default.
Guide's returns portal is a self-service flow, hosted on the merchant's own brand, where a shopper starts a return without emailing anyone. Before it offers a refund it offers a suitable exchange or store credit, which is what keeps the revenue in the business. Routing rules decide which items are eligible, where they should be sent, and which returns are not worth shipping back at all.
The swap is offered
before the refund.
The portal leads with what the customer can have instead: the right size, a different color, or store credit at a bonus rate. A refund is still there for anyone who wants it, but it stops being the default path, and revenue that would have left the brand stays with it.
- Instant exchange recommendations from live inventory
- One-tap return initiation
- Smart eligibility and policy checks
- Store credit at a bonus rate, if you offer it
- Refund still available, never hidden
Four screens. No email thread.
The order of these screens is the entire product. Put refund first and most people press refund.
Identify the order
Order number and email, or a single tap from the tracking page they were already looking at. No account, no password.
Say what happened
Structured reasons at the variant level rather than a free-text box nobody reads. Too small, wrong color, not as pictured, arrived damaged.
See what you would rather have
The right size, a close alternative, or bonus store credit. In stock, with any price difference already calculated. Refund is available, it is just not first.
Ship it back, or do not
Label issued, exchange drafted in Shopify, your warehouse gets a clean instruction. On low-value items where freight exceeds recovery, Guide can simply tell them to keep it.
Show them what they
actually wanted.
Before a refund button appears, the portal offers the right size, a close alternative or bonus store credit. The shopper isn't being talked out of their money, they are being offered something better.
- Instant exchanges that ship before the return lands
- Bonus store credit at a rate you set
- Keep-it resolutions where freight exceeds recovery
Your policy, enforced
the same way every time.
Guide doesn't impose a returns policy. It applies the one you already have, consistently, which is usually the part that breaks when a human is doing it.
Every return is a product review you did not have to ask for.
Structured return reasons at the variant level, routed to the people who can act on them.
Sizing intelligence
A consistent "runs small" signal on a specific variant, surfaced back to the product page once it's statistically meaningful rather than after one complaint.
Defect clustering
Damage claims and return reasons grouped by SKU, batch and vendor, so a manufacturing problem surfaces in weeks rather than seasons.
Contribution by SKU
True margin after returns, freight and processing. Some of your bestsellers are not bestsellers.
It does not stop at this module.
Every part of Guide writes to the same record, so what happens here changes how the next thing is handled.
See the portal on your own catalogue.
We'll load your products and policies into a working returns portal during the demo.
Thirty minutes, on your own catalogue · Free to install, and our team does the build