Swap Returns V2 can be connected to Klaviyo to send automated emails for key return events. This allows you to customise emails in Klaviyo instead of using Swap’s built‑in email system.
Important: If the Klaviyo integration is enabled, Swap will no longer send any emails, even if you haven’t set up emails in Klaviyo.
Important: Do not write conditional logic such as “if label is missing, show QR code.” Most returns include a label, which would hide the QR code. Treat the two fields as separate and include both if needed.
This article is for users of Returns V2. For the Returns V1 version, click here.
Before you start
The Klaviyo integration must be enabled on your Swap account. Contact your Account Manager or Support if it’s not.
You need a Klaviyo private API key with full access to Profiles and Events.
Setting up the integration
Before you can send return data from Swap to Klaviyo, you’ll need to connect the two platforms.
Step 1: Create a private API key in Klaviyo
Go to Klaviyo → Settings → API Keys
Click Create Private API Key
Name it something like Swap Returns V2
Copy the key
For more information, please check Klaviyo’s documentation here.
Step 2: Connect Klaviyo in Swap
In the Swap dashboard, go to Integrations
Find Klaviyo and click Request (if not already enabled)
Once enabled, click Settings
Paste your API key and save
If the customer’s email address does not yet exist in Klaviyo, a new profile will be created automatically.
Events sent to Klaviyo
Swap sends custom events to Klaviyo when return activity happens. These can be used as flow triggers or filters.
Event | When it triggers |
Return Created | A return is submitted in the portal |
Return Processed | A return is marked as approved, closed, or cancelled |
Return Tracking Label Update | The carrier updates the tracking status (e.g. in transit) |
Return Delivered | The return is delivered to the warehouse |
Label Resend Request | An agent clicks ‘Resend confirmation’ in the dashboard |
Exchange Out of Stock | One or more exchange items are unavailable |
Return Feedback | The customer leaves feedback through the feedback module |
All events use the email address submitted with the return as the identifier.
Example flows
Here are some Examples of flows within Klaviyo.
Return Created flow
Trigger: Return Created
Email: Confirmation email (send immediately)
Optional: Add a conditional split for exchanges
Email: Request for feedback (e.g. 7 days after processed if no feedback event)
Tracking label update flow
Trigger: Return Tracking Label Update
Add a flow filter:
Has not been in this flow in the last 7 days
Email: Tracking update message (e.g. ‘Your return is on the way’)
Glossary
Term | Description |
Return Type | The resolution type (exchange, refund, store credit) |
Return Value | Retail value of returned items |
Refund Value | Value refunded to the original payment method |
Credit Value | Store credit issued |
Exchange Value | Value of exchanged items shipped |
FAQ
Question | Answer |
Can I send historical return events? | No. Events are only sent after the integration is activated. |
How fast are events sent? | Most events are sent within seconds. ‘Return Processed’ has a short delay (~30 sec). |
What if a customer changes their email? | Each return event is tied to the email used during submission. |