Getting started with Returns V2 | Swap Academy: Help Centre

This article is for users of Returns V2. For the Returns V1 version, see Returns: Quick Start Guide.

This guide takes you through setting up Swap Returns V2 in order, from installing the app to processing your first return. Each step links to the article with the full instructions.

Step 1: Install the app

Install Swap Returns & Exchanges from the Shopify App Store. You need permission to manage apps in your Shopify store.

See Installing Swap Returns & Exchanges in Shopify (Returns V2).

Step 2: Design your portal

Your Returns Portal is where customers start a return. Match it to your brand before you go live.

Go to your Swap Dashboard.
Open the Returns drop-down menu and click Design.
Click Continue Editing.
Update the background, logo, colours, fonts and text.
Click Save & Publish.

For individual changes, see How to Add Portal Entry Text (Returns V2) and How to Change the Portal Background (Returns V2).

Step 3: Set your return policy

Set how long customers have to return an item. The return window can start from the fulfilment date or the delivery date. See Understanding return windows based on delivery date (Returns V2).

You can also show customers a suggested date to drop off their parcel. This date is shown to the customer but is not enforced.

Go to Returns → Settings → Returns.
In the Return options card, enter a number of days in Suggested package drop off window. This field is optional.
Click Save.

Step 4: Check your carriers and shipping fees

Carriers set up during onboarding are already available in Returns → Shipping, under Domestic carriers and International carriers. To add a carrier, contact Swap support.

For each carrier, set the fees you charge for refunds, exchanges and credit. See How to set or change return shipping fees (Returns V2) and How to Add Countries For International Returns (Returns V2).

Step 5: Turn on exchanges and credit

Exchanges and credit give customers an alternative to a refund.

Exchanges and Shop Now: go to Returns → Settings → Exchanges, in the Exchange options panel. You can add a Shop Now bonus here.
Gift cards (Shop Later): go to Returns → Settings → Discounts & Credit. In the Gift cards panel, turn on Enable shop later via gift cards and optionally set a Bonus amount (% of return value).
Store credit: in the same tab, in the Store credit panel, turn on Enable store credit and optionally set a Bonus amount (% of return value).

Click Save after making changes.

See Understanding Shop Now and Shop Later (Returns V2).

Step 6: Set up return reasons

Return reasons tell you why items come back. You can add sub-reasons and require photos or comments. Go to Returns → Settings → Return reasons.

See How to set up return reasons (Returns V2).

Step 7: Customise your emails

Swap emails customers at each stage of a return, starting when the return is submitted. Edit the text and buttons in Returns → Settings → Emails.

See How to customise Swap emails (Returns V2).

Step 8: Test your returns

Before you go live, submit a test return for each outcome you offer — refund, exchange, gift card and store credit — and check the result in both Swap and Shopify.

See Testing Different Return Instances (Returns V2).

Managing returns day to day

Once you are live, these articles cover the everyday tasks:

To encourage more customers to choose an exchange or credit over a refund, see How to Increase Retained Revenue (Returns V2).