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Customer Support Enablement

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Introduction

We’ve heard consistently from our customers that TryNow does not meaningfully impact their Customer Support teams—and that’s by design.

First, it’s important to note that TryNow is a fully automated solution. You never need to manually close an order or capture payment—our app handles that automatically after the shopper’s trial period ends.

The tools and guidance below are intended only for rare edge case scenarios where additional support may be needed, such as shipment delays or unique requests. In most cases, TryNow orders follow the same flows and require no special handling from your CS team.

What is Try Before You Buy?

TBYB allows shoppers to try products at home before committing to a purchase.

  • Shoppers only pay for what they keep
  • Trial periods are clearly communicated
  • No upfront payment (only an authorization hold)
  • Trial begins once the order is delivered
    • If the shopper keeps all items / does not initiate a return, our system will charge the day after the trial ends
    • If the shopper initiates a return during their trial, our system will wait for your team to accept the return, then will automatically capture payment (ensuring that your team approves the returned items once you inspect it at the warehouse)

See this article for more details and for a demo.

What does an order look like in Shopify?

TryNow orders will have:

  • Status of “Authorized” or “Partially Paid”
    • Authorized — if all items in the cart are TryNow
    • Partially paid — if order is a Mixed Cart and includes Buy Now items
  • All TryNow orders are tagged with “TryNow”
    • Closed trials will have tags “TryNowCompleted”
  • The TryNow items in an order will have the selling plan name “Try Before You Buy for X days” next to them

See this article for details.

Helpful Resources

Tools and Support

  • First we want to emphasize that our app is completely automated, meaning you never have to manually close an order — our app captures payment automatically after the trial ends. The below tools are only for rare edge case scenarios
  • TryNow Merchant Portal
    • Search for details around a specific order
    • Perform actions on an order, such as extending a trial
    • Adjust settings
  • Contact TryNow Support: [email protected]

Updated 6 days ago