Customer experience
Having an easy-to-use customer experience is very important. Please test your store as a customer to help make your rental experience easy to use.
Your customers can buy membership plans, rent items and return them through the customer portal.
Buying a membership plan is very similar to buying a normal Shopify product. Your customer first needs to go to your membership plan page, and then choose the plan they want.
The customer will then be redirected; by default, this is to the cart but this can be changed depending on the customer flow you want. You could redirect:
- To a collection page where the customer can add products to their cart.
- Straight to the checkout
To rent items your customer must have a membership plan in their cart or have an active plan.
To rent an item your customer simply needs to find the product they want, click on the rent button that was done Setting up your theme. At the cart page, they will see the item has been discounted to free and they can click checkout.
Your customer must have enough free credits to add a rental item to their cart.
To submit a return request, your customer needs to log in to their customer portal. Your customer can access their account in the following ways:
- Log into their customer account from your store's navigation if you have added the redirect when logging in for Extend.
When your customer is on their customer portal they will see the items they have and that are available to be returned.
To request a return you customer needs to do the following:
- On the customer portal under Active rentals, click Return items
- Select which items they want to return
- Click Request return
Your customer will then receive an email. Once a customer has made a return request it will show in Returns on Supercycle. When you make changes to the return the customer will be updated on their portal and also via email notifications with instructions on what to do.
You can change the wording for the portal and email notifications in Settings on Supercycle.
To help your customers add information to a page within your online store about how return requests work. You can use and adjust the following example instructions:
To cancel a membership your customer needs to log in to their customer portal. Your customer needs to do the following:
- On the customer portal click on Manage membership.
- Click on Cancel plan.
- Click on Cancel subscription.
To update their membership plan card details your customer needs to log in to their customer portal. Your customer needs to do the following:
- On the customer portal click on Manage membership.
- Click on Update card details.
- Click on Edit payment details link.
- Your customer will receive an email with a link to update their card details on Shopify.
