Our platform offers a streamlined solution for managing Global returns, providing real-time visibility and control over Taxes and Duties refunds. Through the portal and dashboard, you can now manage the return of orders facilitated by Swap Global, ensuring that you stay informed and in control of your credits.
When a customer returns an item shipped internationally through Swap Global, the global taxes can be refunded in addition to the product price.
Overview
When using Swap Global, you can manage your international shipping taxes and duties. With Global Returns, the taxes and duties can also be refunded when included in the Global order.
Swap Returns has several options for managing your Global refund decision:
Do not refund taxes & duties
Refund all taxes & duties (inclusive and non-inclusive)
Refund taxes only
Notes
Taxes and duties included in the item price will not be affected by this setting and will be refunded by default to the customer.
Fees are not refundable in the current setting.
How it Works
The customer requests to return an item (partial or full order).
Swap will calculate the amount to return based on the store's settings.
The customer selects a returns method:
Refund
Consumers will be refunded the calculated amount according to the configured Global refund setting.
Store credit
Consumers will receive store credit as defined in the store credit settings, including refundable Global taxes where applicable.
Exchange
The exchange works differently based on dashboard settings, and exchange type. For more information, see Global Exchanges.
The returns process ends; the return will be marked in Global’s system, and the invoice will be updated accordingly.
How to Pick a Taxes and Duties Refund Option
This tutorial explains how to select and configure taxes and duties refund options within the Swap Dashboard.
Go to Settings
Open the Taxes & Markets tab
Scroll down to Taxes & Duties
Click 'Add new line'
Click the drop-down arrow
Select the region or country you wish to include
Close the drop-down
Open the next drop-down
Pick the desired outcome
Click Save
Non-inclusive Taxes Refund and Bonus Credit
If the "Refund international taxes and duties" setting is enabled, any non-inclusive taxes and duties will be refunded via the returns portal:
The displayed item price includes only the original price plus inclusive taxes and duties.
A note in the returns portal informs customers that refunds for additional taxes and duties (non-inclusive) will be calculated and shown on the summary page.
If a bonus credit is offered, it will be calculated based only on the displayed item price (excluding non-inclusive taxes and duties).
On the summary page, if any non-inclusive taxes and duties are added to the credit, they will be credited separately without any additional bonus applied, using the same credit method selected.
If a refund is due, any refundable non-inclusive taxes and duties will be clearly calculated and included on the summary page.
Note: Global Taxes are not yet supported for Exchange for Something Else (EFSE) and will not be enabled if non-inclusive taxes or duties are being refunded.
Non-inclusive Taxes Presentation in the RMA
To clearly show refundable taxes when an RMA is approved, we have added a tax breakdown table for cases involving non-inclusive taxes and duties.
Note: If your order only includes inclusive taxes/duties, the standard refund process applies, and no separate tax breakdown will be shown. In these cases, taxes and duties are included in the displayed item prices and will be refunded accordingly.
For each item, you can open a dropdown that provides the following details:
Item name
Item price & quantity
Inclusive taxes & duties
Non-inclusive taxes & duties
Limitations When Using Global
Taxes and duties included within the item price will not be affected by this setting and will always be refunded to the customer.
Fees charged under this setting are currently non-refundable.
Discounted shipping fees cannot be processed because Global taxes are embedded within the shipping costs. To avoid issues, apply discounts directly to the order rather than the shipping fees when using Global taxes refund.