Customers can edit previously requested returns as long as the item hasn’t been sent back to the store. This feature allows for greater flexibility, enabling customers to modify their return type, such as switching from a refund to an exchange or opting for store credit.
This alternative method involves deleting the existing RMA using the bin icon located in the Swap Dashboard and reprocessing the return through the portal. This approach allows flexibility in managing return and exchange preferences.
How It Works
Accessing the Portal Customers can enter the portal using their order number. Depending on your store’s settings, they may also need to enter their email address for verification. Screenshot 2024-10-31 at 09.22.44.png
Viewing Previous Returns Once logged in, customers can see a list of their previously requested returns under the “Related returns” section. Here, the return requests are displayed with an option to edit. Screenshot 2024-10-31 at 09.19.57.png
Editing a Return Request Step 1: Click on the return you wish to modify. Screenshot 2024-10-29 at 14.25.01.png
Step 2: A confirmation pop-up will appear, asking, “Are you sure to edit?” This first pop-up warns customers that entering edit mode will remove the previous return request. Screenshot 2024-10-29 at 14.25.06.png Step 3: After confirming, a second pop-up appears to reconfirm this action. By clicking again, customers finalise their intent to edit. Screenshot 2024-10-29 at 14.25.10.png
Return Deletion and Re-Entry: Once the edit is confirmed, the existing return request (RMA) is marked as Deleted. The customer is then free to go through the return process again, where they can change the return type to their preferred option: refund, exchange, shop now credit, or shop later credit. As the customer has already received a label, a new label will not be generated. Instead, the customer will receive the same label as before5. Deleting an RMA Using the Bin Icon: Alternatively, customers can delete an RMA directly using the bin icon present in the Swap Dashboard. After deletion, they can reprocess the return or exchange through the portal, ensuring their preferences are updated..
Important Notes
Return Status: Editing is only possible if the return has not yet been sent back to the store.
Confirmation Steps: The double-confirmation pop-up ensures that customers are aware of their actions, helping prevent accidental deletions.
Exchange Order Limitations: Once an exchange order is completed in Swap, it cannot be edited. Instead, the order must be canceled, and a new order created manually.
Changes After Completion: Modifications to return types cannot be made once the return process is finalized.
Multiple Exchanges: Items can be exchanged multiple times, with a unique order number generated for each exchange to aid in tracking.
Swap leverages Stripe for processing financial transactions related to exchanges. When a payment is required for an item exchange, the funds are held in the Stripe account before being transferred to the user’s bank account, ensuring a secure and streamlined process.
Swap Dashboard
The previously requested return will be marked Deleted in the Swap Dashboard. A new RMA will be opened with the requested change:
Payments related to exchanges are tracked in the dashboard, with the original order marked as deleted and a new order number generated to reflect the requested changes and facilitate clear tracking.