Activating the SPY integration

The activation process depends on which exchange model you currently use in Float: traditional exchanges or prepaid exchanges.

Please identify your setup below, then follow the activation steps.

The integration between Float and SPY supports exchanges and automates many of the manual steps in the return process.

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Gift card refunds are not yet supported in SPY

SPY does not currently support refunds back to gift cards. If you use gift card refunds in Float, you will need to either wait until SPY adds support or disable gift card refunds before activating the integration.

We are working with SPY on this upgrade, and it is already in their pipeline.

Step 1: Identify your current exchange model

Float supports two exchange models. Your setup determines what changes after activation.

Traditional exchanges

Exchanges are created as new orders with a 100% discount, and the original return order is not refunded.

Your Float settings will look like this:

Prepaid exchanges

Exchanges are created as new orders that are paid for by the customer in the returns portal. The original return order is then refunded in full.

Your Float settings will look like this:

Step 2: Activate the SPY integration

This is a simple activation flow. However, once activated, all new returns and exchanges will follow a new process.

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Important: Returns created before activation

Any returns or exchanges registered in the Float returns portal before activation must be handled exactly as you do today.

Float will not create historical returns in SPY.

Activation steps

Follow these steps to activate the integration:

1. In SPY, activate "Handle returns"

2. 

   Let your Float contact know once this is activated.

3. Float will enable the integration with SPY

4. Activation is complete

What changes after activation?

All returns will now follow Shopify’s new standard called native exchanges, where returns and exchanges are handled on the same Shopify order, where potential exchanges are off-set in refund amounts.

Customer payment rules

Customers will only need to pay if:

• They exchange for a more expensive item, or
• You require customers to cover return or outbound shipping costs

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Exchange model differences

If you use prepaid exchanges today:
Customers will no longer pay upfront for exchanges. Exchange amounts will automatically be offset against the refund. Exchanges are sent to customers once the return order is received and approved in SPY.

If you use traditional exchanges today:
Exchanges will no longer require manual approval in Float or refund adjustments in SPY. Exchanges are sent to customers once the return order is received and approved in SPY. You will simply need to approve the return in SPY and then refunds and/or exchanges are automatically done by SPY and Float.

New returns and exchange process (after activation)

Once a return or exchange is created in Float, it will appear like this in Shopify (and SPY will automatically sync the same return):

Example: Return and exchange

Example: Return without exchange

High-level process overview

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For detailed instructions on how to process returns in SPY, please refer to SPY’s documentation. They have created a very fullsome guide.

1. Customer registers a return (and exchange) in Float’s returns portal
2. Float creates the return (and exchange) in Shopify and SPY
3. Return is received at the warehouse
4. You or the warehouse team looks up the return in SPY
   (Sales → Claims/Returns → Scan)
5. The return is already prepared, simply approve it
6. Once approved, refunds and/or exchanges are automatically processed by Float and SPY
7. Return is closed

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Reminder: Exchange model differences

If you use prepaid exchanges today:
Customers will no longer pay upfront for exchanges. Exchange amounts will automatically be offset against the refund. Exchanges are sent to customers once the return order is received and approved in SPY.

If you use traditional exchanges today:
Exchanges will no longer require manual approval in Float or refund adjustments in SPY. Exchanges are sent to customers once the return order is received and approved in SPY. You will simply need to approve the return in SPY and then refunds and/or exchanges are automatically done by SPY and Float.