Work through the checklist#

Open Encored → Onboarding. Each stage links to the app page or Shopify editor where you make the decision. Mark a stage complete once you have checked it. Your saved progress records your confirmation.

1. Add Encored to the theme#

Build a clear storefront experience for shoppers browsing, buying and selling Pre-Loved products.

  1. Open Theme Setup and select the live or draft theme you want to configure.
  2. On the Pre-Loved product template, add the badge, original price, condition, seller note, seller photos, seller rating and Shop new blocks.
  3. On the new-product template, add NEW PDP: Eligible for Pre-Loved and NEW PDP: Resell Reminder. Add Related Pre-Loved Products to either or both product templates.
  4. Enable Pre-Loved product labels in App embeds to identify resale items on collection cards and in the cart.
  5. Create your Pre-Loved landing page using the landing page blocks, then select its collection and Sell Items destination in Theme Setup.
  6. Preview the pages on desktop and mobile, then save your changes. Publish a draft theme when your program is ready to launch.

2. Add customer account pages#

Give customers a dedicated place to list purchases, manage sales and get help with Pre-Loved orders.

  1. Open the customer accounts section in Theme Setup, then launch Shopify’s checkout and customer accounts editor.
  2. Add the Sell Items and Sold Items pages and include both in the customer account menu so shoppers can find them.
  3. Add Pre-Loved Order to the Order status page so buyers can review their item and report a problem.
  4. Sign in with a test customer account and confirm the selling pages and order block appear in the correct places.

3. Choose the product page template#

Choose the storefront layout used by every published Pre-Loved listing.

  1. Open Settings → Product page template and select your prepared Pre-Loved template in Theme template.
  2. Select Save to apply the template to current live listings and future listings.
  3. Preview a live Pre-Loved product and confirm its condition, seller details and photos appear in the intended layout.

4. Seller price changes#

Choose whether seller price reductions go live immediately or need your team’s approval.

  1. Open Settings → Seller price changes and find When a seller lowers the price.
  2. Select Require approval before publishing to review reductions, or Automatically publish the lower price to apply them immediately.
  3. Select Save and confirm the success message reflects the policy you selected.

5. Store credit boost#

Set the store credit sellers receive after a completed sale, with an optional boost to encourage resale.

  1. Open Settings → Store credit boost. Leave Credit boost deactivated to pay sellers 100% of the sold price as store credit.
  2. To offer a boost, select Activated and enter Percent of sold price. For example, 110% gives a seller $110 in credit for a $100 sale.
  3. Select Save and make sure the amount matches the seller payout you describe on your storefront and in your FAQs.

6. Returns window#

Keep resale listings outside your original purchase returns and exchanges period.

  1. Open Settings → Returns window and set Days after purchase to match your store’s returns and exchanges period.
  2. Keep Extra minutes for testing at 0 for your normal program. Use it only when testing a shorter waiting period.
  3. Select Save. Set both fields to 0 only if you want customers to list as soon as the item is delivered.

7. Seller shipping window#

Set a clear dispatch deadline so buyers know when their Pre-Loved purchase should be on its way.

  1. Open Settings → Seller shipping window and enter the dispatch deadline in Days to ship. The default is 7 days; the allowed range is 1–30.
  2. Choose a deadline your sellers can meet and explain it in your seller FAQs.
  3. Select Save. If the deadline passes without the sale being marked sent or a carrier pickup recorded, Encored cancels the sale and refunds the buyer.

8. Buyer inspection window#

Give buyers time to inspect a delivered item before the seller’s store credit is released.

  1. Open Settings → Buyer inspection window and enter Hours after delivery. The default is 72 hours; the allowed range is 12–336.
  2. Choose enough time for buyers to check the item’s condition and report a problem, then select Save.
  3. Include this period in your buyer FAQs. Store credit remains pending until the inspection window closes with no unresolved dispute.

9. Seller countries#

Choose where your program accepts sellers and supports local Pre-Loved deliveries.

  1. Open Settings → Pre-Loved countries and select the countries you want to include. Australia remains enabled.
  2. Check that your shipping setup supports the countries you select. Buyers must take delivery in the same country as the seller.
  3. Select Save and confirm the success message lists the countries your program will support.

10. Pre-Loved shipping rates in Shopify#

Set the shipping fee buyers pay at checkout for items fulfilled from the Encored Pre-Loved location. This rate is configured in Shopify, outside the Encored app.

  1. Open Shopify Settings → Shipping and delivery. Encored creates a fulfilment location named Encored Pre-Loved for your resale listings.
  2. Open the shipping profile or shipping options that apply to your Pre-Loved products and locate Encored Pre-Loved under the fulfilment locations.
  3. Create or edit the shipping options for Encored Pre-Loved. If it has no separate rates, choose Create new shipping options for this location, then add your supported delivery zones and a rate.
  4. Give the checkout shipping method a clear name, such as Pre-Loved Shipping, and enter the fee you want buyers to pay. Save the changes in Shopify.
  5. Test checkout with a Pre-Loved item and a supported delivery address to confirm the shipping method and fee. Also check a cart containing both new and Pre-Loved items to review the combined shipping charge.

11. Shipping labels#

Connect the shipping account used to buy labels and provide reliable parcel defaults.

  1. Open Encored → Shipping → Shipping account and choose your label provider: Shopify Shipping, Australia Post or ShipStation.
  2. Complete the selected provider’s connection steps and save the account details where required.
  3. Set and save fallback parcel dimensions for weight-only listings. Labels use the original Shopify variant’s weight; fallback weight applies only when the item has no usable weight.
  4. The buyer’s checkout shipping fee is set separately in Shopify Settings → Shipping and delivery, using the Encored Pre-Loved fulfilment location.
  5. During a test sale, confirm the seller can download the label in Sold Items and that it uses the shipping address confirmed on the listing.

12. Suggested price#

Create consistent suggested listing prices using ownership age, condition, damage and minimum-price floors.

  1. Open Pricing and set the percentage of the original retail price retained for each ownership-age band.
  2. Review the condition percentages and the reduction applied when a seller declares damage.
  3. Set the minimum percentage of the original price and the minimum dollar amount. The higher floor is used for the suggestion.
  4. Select Save Pricing at the top of the page and wait for confirmation. Saved changes update suggestions for new and existing draft listings.

13. Staff roles#

Give each team member the access they need to review listings and manage your program.

  1. Ask each team member to open Encored from Shopify admin so they appear under Settings → Staff.
  2. As a Program Owner, select a Staff member and Role, then select Assign role.
  3. Review the staff list and confirm the right people can approve listings, manage shipping and handle finance. Only Program Owners can change roles.

14. Email#

Make transactional emails recognisably yours and keep your team informed about activity that needs a response.

  1. Open Notifications → Sender and branding. Set From name and Reply-to email, upload your logo and save the changes.
  2. Review the product-activity templates and use Preview to check their wording, branding and layout. Save any template edits.
  3. Send a test email to yourself and confirm it arrives with the correct sender name and reply-to address.
  4. Under Staff alerts, select the immediate notifications and daily summaries your team needs, then save those preferences.

15. Check the store#

Confirm the store is ready and test the full customer journey before announcing your program.

  1. Open Health and review the readiness checks for store currency, fulfilment and the connected services.
  2. Review any blocked checks or items needing attention, and follow the details shown before launching.
  3. In a development or test store, submit a seller listing, approve it and check its product page and collection placement.
  4. Complete a test purchase and check the order emails, seller label, buyer inspection flow and store credit outcome.

Test before going live#

Check an eligible customer purchase through listing, review, storefront checkout, label download, dispatch, inspection and credit. Preview customer pages on desktop and mobile.