⚠️ If you are using the Klaviyo integration, refer to the Klaviyo documentation instead.
Swap automatically emails customers about the return process. These emails include important information such as the status of the return, estimated timelines for processing, and any additional steps the customer may need to take.
Return Confirmation
An email is sent to the customer when they complete the return process on the returns portal and an RMA is created.
Email data
Shipping label/QR download link
Shipment pickup/collection date & time (if carrier option was selected)
Carrier-specific return instructions
Nearest drop-off location for carrier link
What to expect depending on the return option (Store credit, exchange, refund)
RMA #
Original order #
Custom store text line
Returned items
Returned item count
Item image
Item Quantity
Item variation (size, colour, etc)
Exchanged items
Exchanged item count
Item image
Item Quantity
Item variation (size, colour, etc)
RMA summary values
Total return value
New items value
Subtotal
Exchange credit
Return credit
Total refund value
Shipping postage fee amount (if applicable)
Call to action
Call to action title text
Call to action button text
Call to action button + link
Customer support email
Return policy link
Shipping Status Updates
An email is sent to the customer as their return parcel arrives at the store’s processing centre. The email is triggered by a label status update.
Email data
Shipping status (in-transit, etc.)
RMA #
Original order #
Custom store text line
Returned items
Returned item count
Item image
Item Quantity
Item variation (size, colour, etc)
Exchanged items
Exchanged item count
Item image
Item Quantity
Item variation (size, colour, etc)
Customer support email
Return policy link
Gift Email
An email is sent to the customer when they complete the return a gift process on the returns portal, and the user does not have the order number.
Email data
Contact information
Name
Email
Phone
Shipping address
Address line 1
Address line 2
City
Province
Postcode
Country
Additional info
Who gave this gift
Which product is returned
Exchange for
What we should know about
Recycle Email
An email is sent to the customer as soon as they complete the recycle process on the returns portal
Email data
Shipping label/QR download link
Shipment pickup/collection date & time (if carrier option was selected)
Carrier-specific return instructions
Nearest drop-off location for carrier link
RMA #
Call to action
Call to action title text
Call to action button text
Call to action button + link
Warranty Email
An email is sent to the customer as soon as they complete the warranty process on the returns portal
Email data
RMA #
Call to action
Call to action title text
Call to action button text
Call to action button + link