This article explains how to override return settings for a specific order — bypassing the return window, return postage fee, processing fee, or advanced rules — individually or in any combination.
How to apply an override
In the Swap Dashboard, go to Returns → Return requests.
Click Override RMA in the top right corner.
Enter the order number in the Order number field.
Toggle on whichever overrides you need (see Override options below for what each one does). Multiple toggles can be enabled together.
Optionally, enable Open Return Portal after applying override to be taken directly to the portal once the override is applied.
Click Apply.
Override options
Override return window — bypasses the return window validation entirely for this order, so it can be returned regardless of how long ago it was placed or delivered. Use this when a customer has a valid reason for missing the window — for example, a delayed complaint about a faulty item, or a documented courier delay. It only affects the return window; postage, processing fee, and advanced rules are unaffected unless separately overridden.
Override postage settings (force free shipping) — sets the return postage fee to zero for this order, regardless of the store's standard shipping fee calculation or any advanced rules that set a return postage fee. This takes precedence over other free-shipping logic, such as the faulty item flow or eligible-item rules, so it can be used as a blanket courtesy even where those wouldn't otherwise apply.
Override processing fee (force free) — sets the processing (handling) fee to zero for this order, regardless of the store's configured fee. Use this when you want to absorb the processing cost yourself rather than charge the customer — for example, as a service gesture on a VIP order.
Override all advanced rules — bypasses every advanced rule that would otherwise apply to this order, treating it as if no advanced rules exist at all. This is broader than the return window override alone — it clears every rule, not just window restrictions. Useful for one-off exceptions, such as allowing a return for a loyal customer whose order would normally be blocked by a rule.
Note: Overrides can only be applied to an order before the return has been submitted. Once the return has been created, these settings can no longer be changed through this modal.
RMA history
When one or more overrides are active and a return is submitted, a note is added to the RMA history confirming which overrides were applied to the order.