Swap allows you to customise the emails sent during the return journey using built-in email templates.
You can:
Enable or disable specific emails
Edit the message content
Customise button text and links
Preview how emails will appear to customers
Accessing email settings
In the Swap Dashboard, go to:
Returns → Settings → Emails
Select your email platform:
Swap’s native tools
Klaviyo
Using Klaviyo
If Klaviyo is your preferred email platform, you still need to disable Swap native emails. It is possible to use both at the same time.
Email types
You can customise the following email types:
Return created – Sent when a return is submitted
Return received – Sent when returned items are delivered to the return address
Select the email type in the editor to begin editing.
Enabling or disabling emails
Each email can be toggled on or off.
When enabled, the email is sent automatically
When disabled, no email is sent for that event
Customising email content
The Email preview panel shows how the email will appear. Use the preview to verify content and layout.
You can edit the following fields for the Return created email template:
Body text
This is the main message shown in the email.
Appears within the email content
Used to provide additional instructions or messaging
Subtext
This text appears above the button in the email.
Used to guide the next action
Button text
Defines the label shown on the call-to-action button.
Button link
Defines where the button directs the customer.
Must be a valid URL
💡 Only the body text can be edited for the Return received email.
Saving changes
Click Save
Changes apply to all future emails of that type
Important notes
Changes do not apply to emails that have already been sent
Each email type must be configured separately
Ensure button links are correct before enabling emails