If your store offers free exchanges but customers are still being charged a fee, this is likely caused by a return handling fee configured in your settings.
How the handling fee works
The return handling fee is a fixed charge you can configure in Swap to apply to return requests. By default, this fee applies to all return types — including refunds, store credit, and exchanges — regardless of your exchange shipping settings.
This means that if you offer free return shipping on exchanges but have a handling fee enabled, customers will still see that fee charged on their exchange request.
How to waive the handling fee for exchanges only
You can use an Advanced Rule to automatically set the handling fee to £0 (or your store's currency equivalent) specifically for exchanges, without affecting how the fee applies to other return types.
Steps:
Go to the Swap Dashboard.
Under Returns, select Advanced Rules.
Click + New Rule.
Set the condition to: Return's type is one of the following → Exchange
Set the action to: Set Return Handling Fee → 0 (in your store's currency)
Save and activate the rule.
Once active, any return submitted as an exchange will have the handling fee automatically zeroed out.
Testing the rule
After setting up the rule, we recommend submitting a test exchange return to confirm the fee is no longer applied before communicating the change to customers. If you'd like help verifying this, contact our support team and we can assist.
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