Retain Pop-up window: How to encourage customer choose exchange instead of return?

Overview

The Retain Pop-up Window is a conversion optimization feature designed to reduce return rates by encouraging customers to choose exchanges instead of returns. When a customer selects the "Return" option on the return portal, a strategically-timed pop-up appears to promote the benefits of exchanging items rather than returning them for a refund.

Key Benefits

• Reduce Return Rate: Actively encourages customers to reconsider their return decision
• Increase Exchange Conversion: Promotes exchanges as a more beneficial option for both customers and merchants
• Retain Revenue: Keeps revenue within the business by converting returns into exchanges
• Improve Customer Experience: Educates customers about exchange benefits and options

How It Works

1. User Flow

1. Customer navigates to Return Portal
   ↓
2. Customer selects items to return
   ↓
3. Customer clicks "Return" button
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4. Retain Pop-up appears (overlay)
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5. Customer sees exchange benefits and options
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6. Customer chooses:
   a) "Go to exchange" → Redirected to exchange flow
   b) "Continue to return" → Proceeds with original return

2. Setup Guide

Step 1: Enable the Feature

1. Navigate to Settings → Exchange upsell -> Retain Pop-up window.
2. Toggle the Enable Retain Pop-up switch to ON.

Step 2: Configure Pop-up Content

Headline

• Default message, exchange CTA button and Return button content (required)
• Set up based on specific return reasons or not (optional)

Updated on: 19/11/2025