This article will explain how to request and process a refund through Swap.
This article is for users of Returns V1. For the Returns V2 version, click here.
Requesting a Refund
Requesting Refunds is done through the returns portal.
On the Swap returns portal, fill in the order number and the email address associated with the order.
On the left, you will find the items eligible for return. Click on an item to select it.
In the pop-up menu, select the reason for the return.
If necessary, add an image for proof.
Click ‘Refund’.
The item will now display under ‘Items to return and exchange’ on the left of the page. To return more items, select them by clicking and repeat the process.
To continue, click ’Continue’ on the bottom left.
Now select ‘Refund Payment Method’ and click ‘Continue’ to receive a refund.
Select your preferred return method.
On the next screen, you can review a summary of your return(s). If everything is in order, click ‘Confirm Return.’
💡 The text next to the return confirmation checkbox is customizable.
You will now receive your shipping label. This will also be sent by email.
Processing a Refund
Processing Refunds is done in the Swap Dashboard.
Refunds issued through gift cards or as store credits cannot be reversed to the original payment methods, such as credit cards. Merchants must ensure careful management during the refund process to avoid errors or customer dissatisfaction.
In the Swap Dashboard, on the left, click ‘Returns.’
Here, you will see a list of all returns. Click on the return you wish to process to open it.
This page provides more information about the return, such as the return item and the reason. To restock the item in Shopify, tick the box called ‘restock’ after it has been returned.
Click on ‘Approve’ to approve the return.
Click ‘Process item(s)’ on the top right to process the refund. This will issue the refund to the customer and close the return.
If refund errors occur, check the Shopify activity log to confirm if the refund has already been processed. Swap does not allow additional refunds for fully refunded transactions.
Manual refunds can be processed if necessary. Deactivate the store credit voucher, navigate to the customer’s original order in Shopify, and manually enter the refund amount.
Review and troubleshoot errors such as system glitches in Shopify by verifying logs and system records for confirmation.
Handling Store Credit and Voucher Scenarios
Store credits function separately from the customer’s original payment method and funds are not returned automatically if cancelled. Manual intervention is required for refunds.
If a store credit is no longer desired, deactivate the voucher and process the refund manually via Shopify.