How to process a refund
Most customer service teams will manage returns directly in the back end of the Swap dashboard. Here you’ll see all orders, their associated return types, and their statuses.
Order Details Overview
Each return is linked to an order number and includes details like:
Creation date (when the return was submitted)
Return type (refund, exchange, or credit)
Shipping status (label created → in transit → delivered)
You can also see the return amount, the customer’s details, and the CS rep who processes the request.
Processing the Refund
Wait until the shipping status shows Delivered (the item has been returned to your warehouse).
Click into the order to view item details, the customer’s return reason, and supporting information.
Download the return label, QR code, or resend confirmation emails if needed.
To issue a refund:
Click Approve Return.
Select Restock (if you want the item returned to inventory).
Click Process.
Finally, click Accept.
With this single flow, the system will issue the refund to the customer and record it in Shopify.
What Happens in Shopify
This section explains what happens in Shopify after you approve and process a refund through Swap.
Approving the return
When processing a return in Swap, approve the item and tick Restock if you want the item added back to your Shopify inventory.
Click Assign to complete the action.
Shopify order updates
Once the refund is processed, the Shopify order updates automatically.
The payment status changes from Paid to Refunded, and the order total becomes £0.00.
When you open the order, you can see:
The refunded amount
The updated order status
A complete timeline of the refund activity
Swap timeline events
In the Shopify order timeline, you will see a notification from Swap.
Expanding this entry shows details such as:
Refund amount
Status
Timestamp
This confirms that the refund was issued successfully.
Restocking items
If you selected Restock, the returned item will be added back into your Shopify inventory.
This only applies if Shopify is set as your source of truth for inventory.
Return closed
Once everything is processed, Swap automatically closes the return.
This links the full workflow between Swap and Shopify in a single, traceable flow.
How to process an exchange
This section explains how to process an exchange in Swap and how it appears in Shopify.
Review the exchange
Open the exchange request and review the item the customer is returning.
Scrolling down shows the item the customer is exchanging for. Even if the images look the same in a test environment, variant details such as colour or size will be different.
Approve and restock
If you are happy to proceed, scroll up and click Approve.
Tick Restock if you want the returned item added back into your Shopify inventory.
This is only required if Shopify is your source of truth for inventory.
Process the exchange
Click Process Return, then Accept.
Swap will automatically create a new exchange order in Shopify.
Shopify exchange order
In Shopify, you will see a new order with an SW prefix, for example SW1006.
Opening the order shows:
That it is a Swap exchange
A reference to the original order (for example, exchange order 1007)
A zero value total, since the exchange should not affect your sales reporting
Completion
Once the exchange order is created, Swap will automatically close the exchange request.
The new Shopify order can now be fulfilled like any other order.
Shop Now versus Shop Later
Swap includes two features designed to help you keep revenue in your store: Shop Now and Shop Later. Both options encourage customers to choose store credit or exchanges instead of refunds, while giving them flexibility in how and when they shop.
Shop Now
Shop Now allows customers to exchange their return for new items immediately.
When a customer selects Shop Now, they are taken into a shopping experience where they can:
Browse your product catalogue
See their exchange credit calculated in real time
Benefit from any bonus incentive you have added (for example, 10 percent)
You can also redirect customers to your own website instead of using the in-portal catalogue.
This creates a seamless and branded experience and can be configured in your settings.
Adding an incentive, such as a percentage boost on their credit, encourages customers to choose Shop Now instead of requesting a refund.
Shop Later
Shop Later is ideal for customers who are not ready to make an immediate purchase decision.
Instead of exchanging straight away, customers receive a digital gift card with:
The value of their return
Any bonus percentage you choose to add (for example, 5 percent)
This gives shoppers the flexibility to come back later and spend their credit on anything in your store.
Customisation
You can customise both options from your settings, including:
Incentive percentages
Titles
Subtext
Whether the Shop Now flow uses the Swap catalogue or your website
Why these features matter
Shop Now and Shop Later:
Help retain revenue
Encourage repeat purchases
Give customers flexibility
Create a smoother and more engaging returns experience
Both options work in conjunction with refunds and standard exchanges to provide your customers with more choice and maintain value in your business.
How Shop Now works
The Shop Now option lets customers exchange their return for new items immediately. This is a direct exchange flow that encourages customers to shop again instead of choosing a refund. You can also add a bonus percentage to increase the appeal of Shop Now.
Start the return
Customers begin the process by selecting the item they want to return, choosing a return reason, and clicking Continue.
When eligible, the Shop Now option appears with any bonus credit you have configured, for example 10 percent.
Real-time exchange credit
When the customer selects Shop Now, they enter a catalogue view where they can browse products and see their available exchange credit.
The credit updates in real time and includes any bonus amount added on top of the item value.
Multi-item exchanges
Customers can add multiple items to their cart.
This allows them to complete multi-exchanges rather than a one-to-one swap.
A summary view shows all selected exchange items.
Remaining credit
If there is credit left over after selecting the new items, the remaining balance will appear again under Shop Now.
The customer can choose to:
Use the remaining credit for another exchange, or
Select a refund instead
After submission
When the customer confirms the return:
A new return request is created in Swap
A new order (for example 1035) appears in the dashboard under Refund and Exchange
You can see both the returned item and the exchange item in the RMA details
When the returned item arrives, approve it and tick Restock if required.
You will also see the full return balance breakdown, including:
Returned amount
Exchange amount
Shop Now bonus used
Refund amount due
Click Process Return and Accept to complete the action.
How this appears in Shopify
Shopify will show:
A partial refund applied to the original order
A new order created from the exchange (for example 1036), marked as a Swap exchange
The new order value set to zero so your sales reporting remains accurate
The exchange item waiting to be fulfilled
How Shop Later works
Shop Later allows customers to receive store credit after their returned items have been received. Instead of exchanging immediately, they get a digital gift card with the value of the return, plus any bonus percentage you have configured, for example, 5 per cent.
Start the return
After selecting the item they want to return and choosing a reason, the customer selects Shop Later and chooses a return method.
When they click Confirm Return, a return label is sent to them via email.
After the customer returns the item
Once the returned item arrives, a new request appears in the Swap dashboard under Shop Later credit.
Opening the request shows:
The returned item
The bonus credit amount
The total Shop Later credit to be issued
If applicable, click Restock.
Then click Process Return and Accept to complete the return.
How this works in Shopify
When the return is processed, Shopify automatically generates:
A digital gift card equal to the total Shop Later credit
A new order with the prefix SGC to represent the store credit issuance
Opening the SGC order lets you send the gift card to the customer.
Click Send Gift Card, then Fulfil Item.
This emails the customer their gift card code.
Customer experience
The customer receives:
A return label for sending the item back
A store credit gift card once the return is processed
They can use the gift card on your website at any time.
How to delete a return
Sometimes you may need to adjust or remove a return request that a customer has already submitted.
When to Delete
If an item is still in pre-transit (meaning the customer hasn’t shipped it yet), you can delete the RMA (Return Merchandise Authorisation).
Only delete in this scenario. Deleting removes the paper trail and makes the system “forget” the request ever existed.
How to Delete
Go into the portal and locate the item. Returned items will appear greyed out and marked as already returned.
Select the RMA you want to remove.
Click Delete.
Once deleted, the item is freed up and the customer can submit a new request — refund, exchange, or store credit.
When Not to Delete
If the item is already in transit or delivered, do not delete.
In these cases, use Close Return instead.
How to close a return
Closing a return allows you to retain all the data and analytics about the request while preventing Swap from taking automated action.
What Happens When You Close
Swap will not issue a refund, push through an exchange, or apply store credit.
All related data — including shipping and analytics — remains captured.
The return is marked as closed, and all actions are greyed out.
When to Use Close Return
You want to issue a partial refund.
You prefer to manage the process manually in Shopify (e.g., handling shipping costs or applying credits directly).
You don’t want Swap to take any automated action for this request.
After closing, you’ll need to manage the return entirely on your own in Shopify.