This article is for users of Returns V2.
Closing a return stops Swap from taking any further action on it, while keeping the return and all its data in Swap. This article explains what closing does, when to use it and how to close a return.
What closing a return does
When you close a return:
Swap does not issue a refund, create an exchange or issue credit.
No processing or restocking action is sent to Shopify.
The return and all its data, including shipping and analytics, stay in Swap.
The customer can't submit another return for the same items.
The return's status changes to Completed.
After closing, you handle anything else for the return yourself in Shopify.
When to close a return
Close a return when you don't want Swap to act on it. For example:
You want to issue a partial refund yourself in Shopify.
You want to handle the return manually in Shopify, such as covering shipping costs or applying credit directly.
The item has already been delivered, so the return can no longer be deleted.
Closing or deleting
Closing keeps the return's record and stops the customer submitting another return for the same items. Deleting removes the return from Swap entirely, and the customer can then submit a new return. See How to delete a return in Swap (Returns V2).
How to close a return
In the Swap Dashboard, go to Returns → Return requests.
Open the RMA you want to close.
Click Close Return, at the top of the RMA next to Process Return.
Click Confirm.
The RMA's status changes to Completed.
Reopening a closed return
You can reopen a return you closed by hand. Open the RMA, click More Actions, then click Reopen RMA. See How to reopen an RMA (Returns V2).
Closing returns automatically
To close inactive returns automatically after a set number of days, see How to automatically close return requests (Returns V2).