This article explains how to edit or waive the return shipping fee on an individual RMA before it's processed.
This article is for users of Returns V2.
Editing the shipping fee on an individual RMA
Before an RMA is processed, the RMA's Return balance panel shows a financial breakdown, including Total Shipping fee and Handling fee to deduct as separate lines, each with an edit (pencil) icon. Click the pencil icon next to Total Shipping fee to edit the value, including reducing it to £0 to waive it entirely — the same way you already edit the handling fee.
Where a return is split across more than one shipment, each shipment carries its own shipping fee and each one is edited independently.
The fee can be reduced to any value down to £0, and increased only as far as the return's balance allows:
It cannot be set below £0.
It can only be increased while the return still results in a refund. Swap does not support collecting an additional payment at the RMA stage, so if a new value would push the return into an additional payment, a validation message displays and the change cannot be saved. The message names the maximum the fee can be set to — on a return with a £30 balance, entering 31 returns Shipping fee cannot exceed 30.
It cannot be increased at all once an additional payment is due on the return, or once the fee has already been charged to the customer.
Once the RMA is processed, the fee can no longer be changed.
How waiving the fee affects the refund or additional payment
What happens when you reduce or waive the shipping fee depends on how your store charges it (see How to set or change return shipping fees):
Deducted from the refund (default): reducing or waiving the fee increases the amount the customer gets back, since the fee was originally deducted from the return balance. This works the same way on bonus-based outcomes as it does on cash refunds. Where a return resolves as store credit with a bonus, the fee is deducted from the total credit issued and the Store credit bonus line is unaffected — an £80 return against a £50 exchange, with a £15 bonus and a £5 shipping fee, issues £40 in store credit and leaves the bonus at £15.
Charged as a separate additional payment: if the fee was already collected as a separate payment, reducing or waiving it refunds the difference to the customer through Stripe. The refund is issued when the RMA is processed. After you reduce the fee, a banner on the RMA displays the amount that will be refunded on processing — the same banner shown for returns of exchanges.