Returns V2
Turn return costs into retained revenue with Swap's exchange-first portal, advanced rules, and helpful automations.
By Guido and 1 other2 authors120 articles
Guide Sections
The different Quick Start Guide sections
- Returns V2: Quick Start GuideThe Returns V2 Quick Start Guide introduces Swap's returns and exchanges portal, which is designed to turn refunds into retained revenue. This article links to the setup, customer experience, dashboard…
- Setting up your Returns Portal (Returns V2)Setting up the Returns Portal covers branding, return policy, carriers, exchanges, store credit, return reasons, and email configuration. This article walks through each setup step needed to get a Returns…
- What Customers See in the Returns Portal (Returns V2)The Returns Portal guides customers through selecting an item, a reason, and a refund or exchange option, screen by screen.
- Managing Returns in the Swap Dashboard (Returns V2)The Swap dashboard is where merchants process refunds, exchanges, and Shop Now or Shop Later credit, and carry out return housekeeping and Quality Control CSV uploads. This article covers how…
- How to Increase Retained Revenue (Returns V2)Retained revenue ratio tracks how much return value converts to exchanges or credit instead of refunds. This guide covers strategies to increase it.
- Installing Swap Returns & Exchanges in Shopify (Returns V2)How to install and update the Swap Returns & Exchanges app in Shopify, including what happens when opening the app with nothing to update.
- Testing Different Return Instances (Returns V2)Testing return instances covers refunds, store credit, and exchange outcomes across Shopify and Swap. This guide outlines what to verify for each scenario.
Getting Started
Learn the basics of managing returns, including how to create returns, issue refunds, process exchanges, and offer store credit.
- Requesting a Return (Returns V2)Requesting a return means submitting an order and reason through the Returns Portal. This article walks through the process, step by step.
- How to search for returns in the dashboard (Returns V2)Learn how to search for returns in the Swap dashboard using order numbers, RMA numbers, tracking numbers, customer email addresses, and full names.
- Processing a Refund (Returns V2)Processing a refund in Swap involves approving the returned item once it has been received and completing the RMA in the dashboard. This article walks through the steps, from opening…
- How to process an exchange (Returns V2)Learn how to process an exchange from the Swap dashboard, including how exchange orders are created and identified in Shopify.
- Processing Store Credit (Returns V2)Processing store credit in Swap involves approving the returned item and issuing any bonus credit through the RMA in the dashboard. This article walks through the steps and explains the…
- Understanding Gift Cards vs. Shopify Store Credit in Swap (Returns V2)Swap Gift Cards and Shopify Store Credit are separate, non-interchangeable credit systems. This article explains when each is issued and how to reissue the correct type.
- Understanding native Shopify gift cards for returns credit (Returns V2)This article explains how Swap issues Shopify gift cards for returns credit using Shopify's native Gift Card API, and how this differs from the previous duplicate-order method.
Managing returns
Day-to-day actions for handling RMAs — creating, editing, overriding, and closing out returns and exchanges.
- How to delete a return in Swap (Returns V2)Deleting a return permanently removes it from Swap and is only possible before the return is marked Delivered. This article explains when deletion is available versus when to close the…
- How to put an RMA on hold (Returns V2)Putting an RMA on hold pauses it so it cannot be processed or deleted while under review. This article explains when to use holds and how to apply or remove…
- Understanding the original order tag on exchange and SGC orders in Shopify (Returns V2)Swap tags exchange and gift card orders in Shopify with the original order number for reconciliation. This article explains the tag format and where it appears.
- How to convert a refund to a gift card or store credit (Returns V2)Refund RMAs can be converted to a Gift Card or Store Credit without being deleted and recreated. This article covers eligibility, the conversion steps, and how bonuses are applied during…
- How to customise Swap emails (Returns V2)Swap lets merchants customise emails sent during the return journey, including content and buttons. This article covers accessing settings and editing templates.
- How to adjust the credit bonus on an RMA (Returns V2)You can adjust the bonus amount on any RMA with a Gift Card or Store Credit result, without deleting or reprocessing anything. This article covers the adjustment steps and how…
- Understanding the More Actions menu on an RMA (Returns V2)The More Actions menu on an RMA offers tools such as editing exchange variants, removing items, putting an RMA on hold, reopening, and deleting returns. This article outlines each action.
- How to edit an exchange item on an open RMA (Returns V2)Learn how to add, edit, or remove exchange items on an open RMA in the Returns dashboard, and what happens to totals, bonuses, and stock when you do.
- How to reopen an RMA (Returns V2)Reopening an RMA returns a closed return to an editable state, for example to fix an incorrect resolution. This article explains how to reopen one.
- How to change store credit to a refund (Returns V2)This article explains how to change a return outcome from store credit to a refund. The steps depend on the current status of the return.
- Accounting Types (Returns V2)Swap offers two accounting types, Same Value and Zero Value, for reconciling exchanges in Shopify. This article explains how each type affects orders and restocking.
- How to set up return reasons (Returns V2)This article explains how to set up and manage return reasons and return reason groups in the Swap Dashboard
- How to automatically close return requests (Returns V2)Configure Swap to automatically close inactive return requests after a set number of days in a specified shipping status, with no refund or Shopify action triggered.
- Returns housekeeping: keeping up to date at Swap (Returns V2)Best practices for staying on top of returns in the Swap dashboard. Covers daily dashboard checks, capturing older returns, reviewing flagged returns, and handling returns stuck in-transit or pre-transit.
- How to override return settings for an order (Returns V2)Override Return Settings lets you bypass the return window, postage fee, processing fee, or advanced rule restrictions for a specific order, individually or in combination. This article covers how to…
Shipping & Fees
Configure return shipping fees, manage international returns, and regenerate shipping labels when needed.
- How to Add Countries For International Returns (Returns V2)Adding countries for international returns lets you assign new countries to a carrier's shipping regions. This article walks through adding a country and its rates.
- How to set up Return to Store (Returns V2)Return to Store lets customers drop returned items off at a physical store instead of shipping them back. This article covers how to configure Return to Store carriers, regional availability,…
- How to sync return tracking numbers to Shopify (Returns V2)Explains how to sync return tracking numbers to Shopify so return shipments can be cross-referenced in Shopify and connected tools. Covers prerequisites, setup, and current limitations.
- Setting or Changing Return Shipping Fees (Returns V2)Return shipping fees can be set per carrier and region, or charged as a separate payment instead of deducted from the refund. This article covers both options.
- Regenerate Labels (Returns V2)The label tool lets you fix and regenerate failed return labels in the dashboard without contacting support. This article covers editing details and carriers.
- Accessing your Customer’s Shipping Label and Tracking (Returns V2)Each RMA lets you download a customer's return label, QR code, and invoice, and check shipment tracking. This article covers accessing this information.
- Understanding split return shipmentsHow Split Return Shipments routes returned items from one order to multiple destinations. Covers setup, rule priority, the portal/dashboard flow, and Instant Exchange and email interactions.
- Copy Original Shipping Method (Returns V2)Copy Original Shipping Method applies the original order's shipping method to an exchange order. This article covers where to enable it and its limitations.
- How to configure invoice settings for international returns (Returns V2)How to configure the invoice settings that control commercial invoices for Returns V2 international returns — pricing, zero-value items, and HS code / country of origin fallbacks.
Portal Setup & Customisation
Customize your customer-facing return portal with banners, entry text, and design elements that match your brand.
- How to Add Portal Entry Text (Returns V2)Portal entry text is the message shown to customers when they first open the Returns Portal. This article walks through editing and publishing the text.
- How to rename the returns portal tab (Returns V2)Explains how to customise the browser tab name shown when a customer opens the returns portal, and the default fallback if no name is set.
- How to Change the Portal Background (Returns V2)Changing the portal background lets you upload a custom image to the Returns Portal, up to 1MB in size. This article walks through the steps to update it.
- How to Add a Link to the Banner (Returns V2)Adding a link to the banner inserts a clickable hyperlink in the Returns Portal's top banner. This article explains the required syntax with examples.
- How to Create Quick-Login Links (Returns V2)Quick-login links pre-fill a customer's email and order number in the Returns Portal, and can auto-submit the form. This article explains the URL parameters.
- How to enable order-tag login for marketplace orders (Returns V2)Explains how order-tag login lets customers with marketplace orders (e.g. Mirakl) access the Swap returns portal when Shopify order numbers aren't available, and how their email and address are handled…
- Set Up a Custom Domain for your Returns Portal (Returns V2)A custom domain replaces the default Swap-hosted returns portal URL with your own branded subdomain. This article walks through the required DNS records.
- Terms and Conditions Checkbox (Returns V2)The terms and conditions checkbox requires customers to confirm agreement before submitting a return. This article covers configuration and portal behaviour.
- Portal Translations and Localisation (Returns V2)Portal translations let customers use the Returns Portal in their preferred language. This article explains how translations are applied and enabled.
Return & refund scenarios
How refunds and exchanges are calculated and handled for specific order types and edge cases.
- Understanding pre-order returns (Returns V2)Explains how Swap handles returns for pre-order items — purchases made but not yet dispatched — covering identification, customer experience, mixed returns, restocking, and blocking exchanges.
- Understanding multi credit type returns (Returns V2)This article explains how multi-credit type returns work and how to configure them for your store.
- Understanding Buy X, Get Y returns (Returns V2)Buy X, Get Y (BxGy) is a Shopify discount where returns can affect refund value if the discount condition is broken. This article covers refund recalculation, worked examples, and current…
- Exchange Discounts: Carrying Over Original Discount (Returns V2)Exchange discounts control whether an original discount carries over to an exchange item. This article explains how carry-over works and how to configure it.
- Returning an Exchange (Returns V2)Explains how Swap processes refunds when returning an exchanged item, covering automatic refund handling on Shopify and Stripe, and how repeated exchanges are traced back to the original order.
- Refunding and Exchanging Shopify Taxes and Duties (Returns V2)Swap can refund and charge Shopify-calculated taxes and duties on returns and exchanges. This article explains how it works and how to enable it.
- Refund to Shopify Store Credit (Returns V2)Shopify Store Credit adds a refunded amount directly to a customer's Shopify account. This article covers prerequisites, setup, and the customer experience.
- Understanding return windows based on delivery date (Returns V2)Return windows can be based on either fulfilment or delivery date, giving fairer windows for international orders. This article explains how to configure each.
- Global Exchanges (Returns V2)Global exchanges let customers exchange items from international orders without recalculating duties and taxes. This article covers behaviour for each type.
- Shopify Returns and Exchanges APIs (Returns V2)Shopify's Returns and Exchange APIs let Swap process returns within the original Shopify order. This article covers key benefits and reporting impact.
Portal & merchant features
Portal-side and operational features — restocking, analytics, multi-currency, and related setup.
- How to set up green returns (Returns V2)Learn how to configure green returns in Swap using Advanced Rules, so customers can keep items without sending them back while still receiving a full refund.
- Getting started with Faulty Flow (Returns V2)Learn how Faulty Flow works in Returns V2, including customer and merchant workflows, Advanced Rules for automating faulty decisions, Split Shipments routing, and confirmation email customisation.
- Default Locations for Restocking (Returns V2)Default Locations for Restocking sets a fixed Shopify location where returned items are restocked. This article explains how to configure it.
- Gift Returns (Returns V2)Lets gift recipients request an exchange or store credit without the original order number.
- Returns: Analytics Dashboard (Returns V2)The Returns Analytics Dashboard shows key metrics on refunds, exchanges, and retained revenue. This article covers the Key Indicators and Return Reasons tabs.
- Understanding Reserve Inventory (Returns V2)Reserve Inventory holds exchange stock in Shopify when a return is submitted, and releases it if the exchange doesn't proceed. This article explains setup.
- Multi-currency support (Returns V2)Learn how Swap displays prices in a customer's original purchase currency across the returns portal, exchange items, fees, refunds, and analytics.
- Returning POS Orders Online (Returns V2)POS orders often lack a shipping address, which Swap collects during the return flow so they can be returned online. This article explains how to enable it.
- Metafields for Exchanges (Returns V2)Metafields for Exchanges let Swap use Shopify metafields as variant options in the portal and as Advanced Rules conditions. This article covers both use cases.
- How to enable automatic gift card fulfilment (Returns V2)Configure Shopify to automatically fulfil gift card orders created by Swap when a return is processed, so customers receive their gift cards without manual intervention.
Revenue retention features
Features that turn returns into repeat purchases — Shop Now, instant exchanges, and related bonus mechanics.
- Instant Exchanges (Returns V2)Instant Exchanges let customers receive a replacement item immediately, secured by a temporary card hold. This article covers setup and charge triggers.
- Shop Now vs. Shop Later (Returns V2)Shop Now lets customers exchange for a new item immediately, while Shop Later issues a digital gift card instead. This article compares both options.
- Shop Now and Exchange for Something Else (Returns V2)Shop Now lets customers exchange a return for a new item immediately, either in-swap or in-store. This article covers both formats and the bonus incentive.
- In-Store Shop Now Experience (Returns V2)Learn how the In-Store Shop Now experience works, enabling customers to browse and select exchange items from your Shopify storefront during the return process.
- How Equal Exchanges Work with Discounts (Returns V2)Equal exchanges let customers swap an item for another variant while carrying over the original discount. This article explains how pricing is handled.
- Understanding the Shop Now bonus calculation (Returns V2)The Shop Now bonus gives customers a discount when they choose to exchange items immediately. Learn how the bonus is calculated, how it appears in Shopify, and what happens when…
- Understanding compare-at price (Returns V2)The Product discount is condition in Advanced Rules can block a return once an item's discount exceeds a threshold you set. This article explains how the discount is calculated, with…
- Understanding the return handling fee (Returns V2)The return handling fee is a fixed amount merchants can charge on returns to help cover processing costs. This article explains how to configure it, how it's calculated and displayed,…
- Advanced Rules (Returns V2)A full reference for Advanced Rules in Returns V2, covering all available conditions and actions for automating return decisions, postage, processing, and more.
- How to waive the return handling fee on exchanges (Returns V2)Why customers may be charged a handling fee on free exchanges, and how to waive it using an Advanced Rule.
- Understanding custom return windows (Returns V2)Custom Return Windows use Advanced Rules to set different return periods for specific dates or order attributes. This article covers the available conditions.
- How to connect Rise.ai to your Swap store (Returns V2)How to connect Rise.ai to your Swap store so store credit is issued via Rise when a customer completes a return (Returns V2).
- How to enable tax and duty refunds for global returns (Returns V2)Learn how to configure tax and duty refund settings for international returns in Swap, including per-destination rules and how non-inclusive taxes are handled.
- Connecting your Stripe Account (Returns V2)Connecting your Stripe account lets Swap process customer payments directly, needed for features like Instant Exchanges. This article walks through the steps.
- Mintsoft Integration (Returns V2)The Mintsoft integration automates Quality Control by syncing return conditions between Mintsoft and Swap. This article covers requirements and setup.
- Integrating Happy Returns with Swap (Returns V2)The Happy Returns integration lets US customers return items at Return Bar locations without a box or label. This article covers prerequisites and setup.
- Quality Control (Returns V2)Quality Control lets you verify the condition of returned items before processing a return, via integration, CSV, or API. This article covers approval logic.
- Quality Control by Integration (Returns V2)Quality Control by Integration automatically syncs QC data from supported 3PLs like Mintsoft into Swap. This article explains how it works and the required data.
- Quality Control by CSV (Returns V2)Quality Control by CSV lets you manually upload and map return conditions in bulk, for 3PLs without API support. This article walks through the process.
- Understanding partial Quality Control processing (Returns V2)This article explains what the Partial QC status means, how it differs from a QC failure, and how the Allow partial RMA processing toggle controls what happens next.
- Quality Control API (Returns V2)The Quality Control (QC) API lets 3PLs and warehouse systems push item inspection results back to Swap. This article covers authentication and key rotation — see the API docs for…
- Swap Webhooks (Returns V2)Real-time webhook notifications for return events. Covers event types, versions, authentication, and dashboard setup — see the API docs for payload schemas.
- RMA API (Returns V2)Retrieve RMA return data from Swap. Covers authentication and API key rotation — see the API docs for endpoints, versions, and payload schemas.
Troubleshooting
Learn how to fix issues with return labels and more.