Swap sends events to Klaviyo at key points in the return journey.
Each event appears in Klaviyo as a custom metric and can be used to trigger flows, segment customers, and personalise communication.
Event lifecycle
Events are triggered based on actions and status updates in the return process.
Core flow:
Return Created → when a return is submitted
Return Processed → when the return outcome is confirmed (refund, exchange, QC update)
Return Tracking Update → when tracking status changes
Return Delivered → when the return is marked as delivered
These events represent the full lifecycle of a return.
Event timing
Events are sent in near real-time when actions occur in Swap.
However, timing may vary slightly depending on:
External carrier updates (for tracking events)
Processing workflows (e.g. QC or manual review)
Event breakdown
Return Created
Triggered when a return is successfully submitted.
Typical use cases:
Return confirmation emails
“What happens next” messaging
Cross-sell or retention flows
Return Processed
Triggered when a return is processed.
This includes:
Refunds
Exchanges
QC outcomes
Typical use cases:
Refund confirmation
Exchange confirmation
Store credit notifications
Return Tracking Update
Triggered when the return shipment tracking status changes.
Typical use cases
“Your return is in transit”
“We’ve received your return” (depending on carrier updates)
Return Delivered
Triggered when the return is marked as delivered.
Typical use cases:
Final confirmation emails
Follow-up messaging
Review or feedback requests
Event names in Klaviyo
In Klaviyo, events appear as custom metrics with the following names:
Swap Event | Klaviyo Metric |
Return Created | V2- Return Created |
Return Processed | V2- Return Processed |
Return Tracking Update | V2- Return Tracking Label Update |
Return Delivered | V2 - Return Delivered |