Once Swap events are being sent to Klaviyo, you can use them to trigger automated flows for return-related communication.
When Klaviyo Email Management is enabled, these flows can replace Swap’s default emails.
Creating a flow using Swap events
To create a flow in Klaviyo:
Go to Flows
Click Create Flow
Select Create from scratch
Choose Metric as the trigger
Select a Swap event (e.g. V2 - Return Created)
This will trigger the flow whenever the selected event is received.
Using event data in flows
Each event includes return data that can be used in emails.
You can:
Insert dynamic variables (e.g. customer name, order number)
Use conditional logic (e.g. refund vs exchange)
Personalise content based on items or return reasons
All available fields are listed in the Klaviyo Event Data Reference article.
Common flow examples
Return confirmation
Trigger: V2- Return Created
Used to confirm the return and set expectations.
Typical content:
Confirmation message
Summary of returned items
Next steps
Processing outcome (refund / exchange)
Trigger: V2- Return Processed
Used to notify customers of the final outcome.
Typical variations:
Refund confirmation
Exchange confirmation
Store credit issued
Tracking updates
Trigger: V2- Return Tracking Update
Used to keep customers informed about return shipment progress.
Typical content:
Tracking status updates
Reassurance messaging
Return delivered
Trigger: V2- Return Delivered
Used as a final touchpoint.
Typical content:
Confirmation of receipt
Follow-up messaging
Review or feedback requests
Instant exchange flows
If using instant exchanges, you can build flows based on exchange-specific data.
Example use cases:
Reminder to return original item
Follow-up if return is not received
Confirmation of exchange completion
Best practices
Start with one flow (Return Created) and expand gradually
Use clear naming for flows and metrics
Test flows using test events before going live
Ensure Klaviyo Email Management is enabled to avoid duplicate emails