Start here: 🎥 Watch this short video to get up to speed on supporting TryNow shoppers—everything you need in under 5 minutes.

✅ What You Need to Know

TryNow is fully automated.

Orders convert to paid automatically after the trial—no manual closing or payment capture needed.

Your CX team is rarely involved.

TryNow's CX support email is listed in transactional emails, so we'll handle the majority of inquiries that are Try Before You Buy-specific. All others will be routed to your team.

Your job?

Respond quickly and clearly to the occasional shopper question. We’ve grouped those questions below for easy reference.

🧠 Quick Overview: What is Try Before You Buy?

TryNow lets shoppers try items at home before they commit to purchase.

🛍 Shoppers only pay for what they keep
📦 Trial begins when the order is delivered
💳 Only a pre-authorization is placed at checkout—no payment for TryNow items is captured upfront
⏳ Once the trial ends, TryNow auto-captures payment for any kept items
🔄 If a shopper initiates a return,TryNow waits until the return is processed before capturing payment

➡️ See full overview and demo here →

📋 CX Cheat Sheet: Common Scenarios

Use these macros or customize them as needed, and refer to our Shopper-facing FAQs

💳 Payments & Charges

“Why do I see a charge on my card if I haven’t kept anything yet?”

At checkout, we place a temporary pre-authorization to confirm the card is valid. No payment is captured until the trial ends.

“Why was my order canceled?”

If the pre-authorization fails, the order is automatically canceled before shipping to protect your team from uncollectible orders. Shoppers receive an email confirming the cancellation, and prompting them to try a different card. Take a look at our failed authorization handling documentation here.

“When will I be charged?”

If all items are kept, the card is charged automatically the day after the trial ends plus any post-trial charge delay. If the shopper initiates a return, they’ll be charged once your team inspects and accepts the return. Take a look at this guide to learn more about configuring your trial settings.

📦 Returns & Exchanges

“How do I return my TryNow order?”

Returns follow your standard return process. The trial timer pauses once the return is initiated.

“I only want to return part of my order—what happens?”

No problem. Shoppers will only be charged for the items they keep.

“Can I exchange a TryNow item?”

Exchanges are managed like regular orders. Just ensure the return is initiated first, then place a new order for the replacement item.

🛍️ Order Experience

“How long do I have to try the items?”

Trial length is shown at checkout and in order confirmation emails (usually 7-21-day trial lengths). The trial starts when the package is delivered.

“Can I place a TryNow order internationally?”

TryNow is currently available for domestic U.S. orders only. Documentation here!

“Can I extend my trial?”

Yes, you can extend a trial from the Merchant Portal.

🔎 Order View in Shopify

Tags you’ll see:

“TryNow” on all TBYB orders that contain 1+ TryNow items in the cart
“TryNowCompleted” once the trial closes
“Authorized” status = 100% TBYB cart
“Partially Paid” = mixed cart with TBYB + Buy Now
TryNow items show “Selling plan: Try Before You Buy for X days”

📖 View the Shopify Order Guide →

🧰 Tools & Support

TryNow Merchant Portal

Search for specific orders
Extend trial periods
Adjust program settings

TryNow Support

📩 [email protected] ← this email address is for priority tickets that our merchants submit

📩 [email protected] ← this email address is where shopper inquiries are managed

Customer Support Enablement Guide