How to handle TryNow shipping delays or lost packages

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Note: If the shopper purchased order protection, the below may not fully apply.

Our recommendation would be to extend the trial and go through your typical order protection claim process instead.

Delayed Orders Still In Transit

If an order was fulfilled but is taking longer than 10 days to be delivered to the shopper, our system automatically triggers the trial to begin 10 days after fulfillment to protect against edge cases.

If tracking still shows it's on its way, extend the customer's trial within Merchant Portal. This ensures that the customer has enough time to evaluate the items once they arrive.

Lost or Undeliverable Orders

We generally recommend handling these in the same way as how you currently handle this scenario with buy now orders.

1. You can cancel the TryNow order and have them repurchase. Cancel the order (directly in Shopify) and instruct the shopper to place a new TryNow order on your website. By canceling the order, any authorization will be voided and any paid portion will be refunded.
2. You can send a replacement shipment. Alternatively, you can reship a replacement. Keep in mind that the authorization from the original purchase will cover this new shipment.
   1. In this case, we would recommend extending the shopper's trial to make time for the replacement shipment to arrive.
   2. For any returns, the shopper must use the original order number. This ensures that any returned items are correctly associated with their initial TryNow authorization and order.