Summary
Swap offers two types of credit when processing a return or exchange: Swap Gift Cards and Shopify Store Credit. These are separate systems and are not interchangeable. This article explains the difference, when each is issued, and what to do if the wrong type was issued.
What’s the Difference?
| Swap Gift Card | Shopify Store Credit |
Issued by | Swap platform | Shopify directly |
Format | Unique code sent to customer | Applied to customer’s Shopify account |
Usage | Used at checkout via unique code sent to customer (usage scope — confirm with tech) | Used at Shopify checkout only |
Visible in Shopify Admin | No | Yes |
Expires | Configurable (check your settings) | No expiry (Shopify default) |
Can combine with discounts | Depends on your Swap config | Depends on Shopify settings |
When is Each Issued?
Swap Gift Card is issued automatically when:
A return is processed through the Swap returns portal
Shopify Store Credit is issued when:
A refund is processed directly in Shopify Admin
A Shopify Flow automation issues credit
Manually applied by your team in Shopify
Common Confusion: Customer Can’t Use Their Credit
If a customer says their credit code isn’t working, check which type was issued:
Log in to your Shopify Admin and check the customer profile for store credit balance.
Log in to your Swap merchant portal, go to the order, and check whether a gift card was issued.
If the customer is trying to use a Swap gift card at Shopify checkout without the Swap widget active, it will not apply.
How to Reissue as the Correct Type
If Shopify Store Credit was issued but you intended to issue a Swap Gift Card:
In Shopify Admin, navigate to the customer profile and remove the store credit balance.
In Swap portal, manually issue a new gift card for the same amount. Note: there is no direct conversion option in Swap — the store credit must be removed from Shopify first to avoid double-credit.
Notify the customer of their new gift card code.
Best Practice
Decide internally which credit type your store uses as standard and ensure all team members are aligned.
Configure your Swap returns portal to always default to Swap Gift Card if that is your preference (Settings → Returns → Refund Options). If the toggle is greyed out, the
write_store_credit_account_transactionsShopify API permission may need to be enabled: go to Shopify Admin → Settings → Apps → Develop Apps → Swap → Admin API Integration and enable the relevant permission.Document this preference in your internal SOP so new agents do not inadvertently issue the wrong type.