Communications to Shoppers
Try First automatically sends communications to guide shoppers through the program. Based on Try Now’s best practices, the following messages are sent:
Order confirmation: “Your trial is confirmed.”
Trial begins: Notification when the package is delivered.
Trial ending reminder: “Your trial has ended – it’s time to decide!”.
Return initiated: Confirmation when a return is started.
Trial receipt: Summary of charges for kept items.
Post‑purchase survey: Request for feedback.
Try First communications can be edited under marketing, or in the Try First settings.
In addition to emails, SMS messages can remind customers when the trial begins, when it is about to end, and to provide post‑purchase feedback. SMS messages require additional setup.
Shopper‑Facing FAQs
Consider adding a FAQ section to your storefront (similar to Try Now’s shopper FAQs). Here are common questions and suggested answers:
FAQ | Suggested Answer |
How does Try First work? | Pick items to try; you’ll see a hold on your card but won’t be charged. Your trial starts when items arrive; you only pay for what you keep. |
What payment methods are accepted? | Currently, Try First orders must be completed with a credit or debit card. |
Can I use discounts? | Valid discount codes apply to both traditional and Try First purchases. However, complex discount structures like “buy X get Y” may not be supported. |
When does my trial start? | The trial starts when the first package is delivered. |
Can I extend my trial? | Yes. Contact support to request a short extension (e.g., 1–3 days). |
How do I return items? | Use Redo’s standard returns portal to send back items. |
I was charged after the trial. Can I still return items? | You may return eligible items within the return window; refund policies apply. |
Why is there a hold on my card? | Redo authorizes your card to ensure sufficient funds. Authorizations show as “pending” or may have no date on bank statements. |
When will the authorization fall off? | If you keep items, the authorization converts to a charge; if you return everything, the hold is released after the refund is processed. |
What Shoppers See in Checkout
Shoppers see clear messaging about the Try First experience at checkout. Try Now displays labels such as “Try Before You Buy for X days” and highlights three amounts: “Full Price,” “Amount due today,” and “Amount if kept”. In Redo, ensure your checkout shows:
An indicator that items are part of Try First (e.g., “Try First for 10 days”).
The full price of each item if kept (list price after discounts).
The amount due today (e.g., shipping or any non‑Try First items).
The amount due later, reflecting the hold amount if all Try First items are kept.
Editing Checkout Text
Checkout fields can be customized to clearly explain the Try First experience. We recommend changing text labels in Shopify from "Pay now" to "Complete Order," Additional agreement lines can be customized to explain Try First terms.
“Try at home for [trial length] days after delivery. We’ll place a pre‑authorization on your card but you’ll only pay for what you keep.”
Simplified button text (“Complete order”).
Authorizations & Payment
Authorization holds: Try First places a hold on the shopper’s card equal to the full order value to ensure there are funds to pay for kept items. Authorizations show as pending on bank statements.
Re‑authorizations: If the authorization period expires before the trial ends, Redo automatically re‑authorizes the card. Try Now re‑authorizes one day before an authorization expires. Shoppers may briefly see multiple authorizations, but the older one drops off within 24–48 hours.
Failed authorizations: If a card cannot be authorized (insufficient funds, invalid card), the order is cancelled. Try Now sends an automated email instructing the shopper to try again with a different card. Redo’s flow follows the same logic.
Cancelled or expired cards: If a shopper cancels their card during the trial, Redo still captures payment on the original authorization for items kept.
Reporting & Analytics
Use the orders dashboard to track performance:
Return rate: Export orders and compare the originating order total with the final captured amount to compute return rate. Filter for completed trials before exporting.
Trial outcomes: Monitor how many orders convert to sales vs. full returns.
Average order value and incremental revenue: Compare Try First orders to standard orders to measure impact on conversion and revenue.
Marketing and Best Practices
Messaging and Positioning
Try First messaging should be concise and inviting. Here are phrases adapted from Try Now’s marketing suggestions:
“Try up to X items at home. Only pay for what you keep.”
“Turn the living room into the fitting room.”
“Try it First!.”
“Try what you like; pay only for what you love!”
On‑Site Marketing
Make it easy for shoppers to discover Try First across your site. Try Now recommends featuring the program on the homepage, collection pages and adding a dedicated landing page. For Redo:
Add banners or tiles promoting Try First on your homepage and relevant collections.
Create a Try First landing page describing how the program works. Use the messaging examples above.
Include a “Try First” link in your navigation menu.
Paid Ads and External Marketing
Encourage shoppers to try products by incorporating Try First into your advertising. Try Now suggests adding text overlays to ads that highlight the try‑before‑you‑buy benefit. Focus on high‑intent audiences (e.g., cart abandoners or retargeting).
Roll‑Out and Best Practices
Try Now outlines a two‑phase rollout strategy. For Redo, consider:
Soft launch: Enable Try First on your site and add two entry points – the Try First option on product pages and a Try First landing page linked in your navigation. Observe shopper uptake (~10% opt‑in is typical at this stage).
Marketing launch: After a few months, expand marketing via emails, SMS, paid ads and influencer partnerships to drive higher adoption. Use metrics from your dashboard to adjust messaging and target high‑value customers.
Influencer & Email Marketing
In the marketing phase, you can:
Send a launch announcement email to your list explaining Try First and linking to the landing page.
Integrate Try First messaging into your welcome series and cart abandonment emails.
Provide influencers with a Try First link to share with their audiences.
Brand Assets & Design
Try Now provides brand assets via a shared drive; Redo will have its own design guidelines. Use Redo’s guidelines for logos, colors and typography when designing Try First components.
Support & Additional Resources
If you have questions not covered here, contact Redo support via the merchant portal. For complex implementations or API needs, Redo currently does not offer public API documentation for Try First, but new tools may be added in the future.