Gift Card Incentives Automation

Overview

Store credit incentives encourage customers to choose store credit over a refund by adding a bonus to their return. You can set a default incentive in your returns settings, and use the Gift Card Incentive automation to change or remove it in specific scenarios.

What You Can Expect

With store credit incentives, you can:

Encourage store credit by offering customers an extra percentage or fixed amount.
Set a default incentive that applies across all returns.
Override the default for specific scenarios (e.g., by product group, product tag, claim type, or customer tag).
Remove the incentive for items or orders where you don’t want to offer one.
Keep more revenue in your store while giving customers extra value.

Features and Functionality

Default Incentive

Found in Settings > Returns > Store Credit, in the Store Credit Incentive Amount field.
Set a Percentage (e.g., 10% extra credit) or a Fixed Amount (e.g., $5 bonus).
Applies to every return that includes store credit, unless a Gift Card Incentive rule matches.
Set the amount to 0 to offer no incentive by default.

Gift Card Incentive Automation Rules

Create them in Settings > Automations by clicking Create and selecting Gift Card Incentive.
Turn on Modify Store Credit Incentive and set the Store Credit Incentive Amount for the rule.
When a rule matches and Modify Store Credit Incentive is on, its amount replaces the default incentive. It does not add to it.
A matching rule with Modify Store Credit Incentive off keeps the default incentive, and lower-priority Gift Card Incentive rules still don’t apply.
Set the rule’s amount to 0 to remove the incentive in that scenario.
Only the first matching Gift Card Incentive rule is used. Drag and drop rules to set priority.
You can add conditions such as:
- Product Group or Product Tag (e.g., a higher bonus on a seasonal collection)
- Claim Type
- Customer Tag (e.g., a bigger bonus for loyalty members)
- Order Number or Order Tag (e.g., no incentive on exchange orders)
- Claim Contains Shop Now Items

Incentive Types

Percentage: Adds a percentage of the value (price plus tax) of the items being returned for store credit. Enter percentages as whole numbers greater than 1 (for example, 10 for 10%). Values of 1 or less are treated as a fraction, so 1 gives 100% and 0.5 gives 50%.
Fixed Amount: Adds a set bonus once per return, regardless of how many items are included.

When the Incentive Is Offered

Store credit must be offered (Store Credit Offered is on).
The incentive is added only when the customer is owed credit after deductions, such as fees and exchange items.

Customer Experience

On the return summary, store credit is selected by default and the Gift Card option shows the incentive amount.
The incentive appears as Incentive in the Return Credit section.
If the customer switches to a refund, the incentive is removed.

Implementation

To set up store credit incentives:

Go to Settings > Returns > Store Credit.
Set a default Store Credit Incentive Amount (optional), then save.
Go to Settings > Automations.
Click Create and select Gift Card Incentive.
Add conditions (or leave blank to apply universally).
Turn on Modify Store Credit Incentive and set a percentage or fixed amount.
Save and enable the rule.
Test with a return to ensure incentives apply correctly.

FAQs

Q: Do I have to set a default incentive? No. You can leave the default at 0 and only offer incentives through Gift Card Incentive rules.

Q: What happens if I set both a default incentive and a rule? When the rule matches, its amount replaces the default incentive. When no rule matches, the default applies.

Q: Can I run multiple incentive rules at once? Yes, but only the first matching rule applies to a return. Place your most specific rules at the top.

Q: Can I mix percentage and fixed incentives? Yes, you can choose either option for each rule, depending on your needs.