Green returns allow customers to keep eligible items rather than shipping them back whilst still receiving a full refund. This article explains how to configure a green return rule, what happens when it triggers, and how to manage green returns in the dashboard.
Setting up a green return rule
Green returns are created and managed in the Advanced Rules section of the Swap dashboard.
Go to Returns → Advanced Rules.
Click + New Rule.
Enter a name in the Title field (for example, "Green return").
Under Conditions, define which items or orders should qualify. Conditions can be based on criteria such as product SKU, product tag, or order value. The rule is not tied to any specific return reason.
Under Action, select Mark Item for Return not Required.
Click Save.
The rule becomes active immediately and appears in the Active rules list. You can deactivate a rule at any time from this list.
What happens when the rule triggers
When a return matches a green return rule, the following happens automatically:
No shipping label is generated for the qualifying item.
The return decision is set to "do not return" without any manual action needed.
A confirmation email is sent to the customer.
The email includes a "You Can Keep The Following Items" section, listing the relevant items and confirming they do not need to be posted back. The customer receives their full refund.
Merchants can also customise the content of this email in the Faulty Flow tab.
Customer experience
When a customer initiates a return on an order covered by a green return rule, they follow the standard returns process:
The customer opens the returns portal and selects the item(s) they wish to return.
They enter a return reason when prompted.
On the return summary page, they review the refund amount. No shipping fee applies to green return items, as no label is generated. If the same return includes other items that do require shipping, fees apply to those items only.
They accept the Terms and Conditions and submit.
After submission, the green return is handled automatically. The customer receives the confirmation email and their refund without needing to take any further action.