If you sell in-store using Shopify POS, some orders may not include a customer's shipping address. This can cause issues when customers try to start a return online.
Swap allows you to collect the missing address during the return flow so POS orders can be returned or exchanged without friction.
Why This Is Needed
POS orders often do not include a shipping address.
Without an address:
Carrier options cannot be correctly calculated
Return labels cannot be generated
Exchanges cannot be shipped to the customer
This feature ensures the required address is collected before the return is created.
How to Enable
To enable this feature, follow these steps:
Go to your Returns Dashboard
Click Settings
Open the Returns tab
Enable POS orders
Click Save
How It Works
1. POS Orders are Identified
When a customer logs into the return portal, Swap checks:
Whether the order was created via the POS channel
Whether a shipping address is missing
If the address is missing, the customer will be prompted to provide it.
If the feature is disabled and a POS order has no address, the customer will not be able to continue with the return.
2. Address Collection
Before entering the return flow, the customer will see a pop-up asking for:
Full name
Address
City
Postal code
Country
If an email exists on the order, it will be pre-filled and cannot be changed.
3. Label Creation and Return Summary
After submission:
The return label is created using the provided address
The new address appears on the return summary page and is saved in the order for future returns
The address is visible inside the RMA
The address is stored in Swap and used for carrier eligibility.
4. After the Return Is Processed
Once the return is approved:
If an exchange is created in Shopify, the exchange will use the newly collected address
The address is stored in the order for future returns
This ensures the exchanged item is shipped correctly.
What Happens If the Feature Is Disabled?
If:
The order is from POS
The order has no shipping address
The feature is disabled
The customer will not be able to proceed with the return, as carrier options cannot be determined without an address.