Returns V2
Turn return costs into retained revenue with Swap's exchange-first portal, advanced rules, and helpful automations.
By Guido and 2 others3 authors127 articles
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.
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.
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)Add, change the variant or location of, or remove an exchange item on an open RMA directly from the Returns dashboard — including the effect on pricing, discounts, bonuses, and…
- 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.
- Understanding accounting types (Returns V2)Accounting type is a store-level setting that determines how Swap structures exchange orders, refunds, gift cards and store credit in Shopify's financial reporting.
- 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.
- How to set or change return shipping fees (Returns V2)Return shipping fees can be set per carrier and region, or charged as a separate additional payment instead of being 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.
- How to edit or waive the return shipping fee (Returns V2)How to edit or waive the return shipping fee on an individual RMA before it's processed, including the limits on raising it and how a reduction affects a refund, store…
- Understanding dangerous goods (LQ) label support (Returns V2)
- Understanding invoices and labels for international returns (Returns V2)This article explains how Swap populates commercial invoices and return labels for international returns, and the settings that control how prices appear on those invoices.
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.
- Understanding the AI label tool (Returns V2)The AI label tool automatically checks return shipping labels for address errors and suggests corrections before submission. This article covers what customers see, how the correction flow works, and how…
- 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 the consolidated return label (Returns V2)This article explains how the consolidated return label works and how to enable it for your store.
- Understanding multi credit type returns (Returns V2)This article explains how multi-credit type returns work in Returns V2 and how to display each item's available credit options to customers.
- 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…
- Understanding how discounts carry over to exchanges (Returns V2)How order-level and product-level discounts carry over when a customer exchanges for a different product, including settings, the Swap sales channel requirement and examples.
- Understanding returns of exchange items (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.
- Understanding Shopify taxes and duties on returns and exchanges (Returns V2)Swap can refund Shopify-calculated taxes and duties on returns, and charge them on exchange orders, using per-destination rules. This article explains how each exchange type is calculated and what customers…
- How to 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.
- Understanding duties and taxes on 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.
- Understanding Swap's integration with Shopify's Returns and Exchange API (Returns V2)How Swap's Shopify Returns and Exchange API integration keeps exchanges, refunds, and reporting aligned with the original order.
- How to enable tax and duty refunds for global returns (Returns V2)Taxes and duties can be refunded alongside the product price on returns, with per-destination rules for Global orders. This article covers the refund options, how non-inclusive taxes are handled, and…
- Understanding split labels (Returns V2)This article explains how split labels lets a customer return items from a single order in more than one box, with a separate return label for each box.
- How to set up a warranty policy (Returns V2)Set a different return window, fees and outcomes for specific products with a warranty policy, and set up the warranty portal, RMAs and labels.
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)Faulty flow handles defective item claims in Returns V2. This article covers the customer and merchant flows, automating faulty decisions with Advanced Rules, and the Faulty items settings.
- Understanding restocking (Returns V2)Default Locations for Restocking sets a fixed Shopify location where returned items are restocked. This article explains how to configure it.
- Understanding gift returns (Returns V2)Lets gift recipients request an exchange or store credit without the original order number.
- Understanding stock reservation for exchanges (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.
- Understanding 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.
- Understanding returns for POS orders (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.
- Understanding 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 make sure gift cards reach your customers (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.
- Understanding market pricing for exchanges (Returns V2)Market pricing shows exchange items at the customer's local market price instead of your base catalogue price, in their presentment currency where multi-currency is on.
Revenue retention features
Features that turn returns into repeat purchases — Shop Now, instant exchanges, and related bonus mechanics.
- Understanding Instant Exchanges (Returns V2)How Instant Exchanges work: the customer receives their replacement straight away, secured by a card hold that is released or charged according to your chosen trigger.
- How to run an A/B test on your Shop Now bonus (Returns V2)How to run an A/B test on your Shop Now bonus amount, comparing a test bonus against your current bonus to measure the impact on retained revenue.
- Understanding Shop Now and Shop Later (Returns V2)Shop Now lets customers exchange a return for a new item immediately; Shop Later issues a gift card. This article covers both options, their bonuses, and how to enable them.
- How to set up In-Store Shop Now (Returns V2)How to set up In-Store Shop Now in Returns V2, so customers pick exchange items from your Shopify storefront: theme requirements, the app embed and Swap settings.
- Understanding equal exchanges (Returns V2)Equal exchanges let customers swap an item for another variant at the price they originally paid. This article covers how the price is worked out and how the exchange appears…
- Understanding the Shop Now bonus calculation (Returns V2)How the Shop Now bonus is calculated, where to set it, how it appears in Shopify, and when it does not apply.
Advanced Rules
Set rules and conditions to control how returns and exchanges are processed
- 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,…
- Understanding advanced rules (Returns V2)How Advanced Rules give fine-grained control over return processing in Returns V2, covering conditions, actions, AI-generated rule insights, and RMA history.
- 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.
Integrations
Connect Returns V2 with third-party tools and platforms
- How to connect Rise.ai to your Swap store (Returns V2)How to connect Rise.ai to Swap so Shop Later credit is issued through your Rise workflow, including what happens when Rise is unavailable.
- How to integrate Swap with Harper (Returns V2)This article explains what the Harper integration is, how it works with Swap Returns, and how to set it up.
- How to connect your Stripe account (Returns V2)What connecting a Stripe account lets Swap do, whether you need to connect your own, and how to set it up.
- Mintsoft Integration (Returns V2)The Mintsoft integration syncs quality control conditions from Mintsoft into Swap, and sends return tracking numbers back to Mintsoft. This article covers the requirements, how to connect, and what the…
- How to integrate Happy Returns with Swap (Returns V2)How to enable Happy Returns as a carrier so US customers can drop returns at a Return Bar without a box or label, and what happens after drop-off.
- How to integrate ShipBob with Swap (Returns V2)The ShipBob integration creates returns in ShipBob automatically and brings quality control outcomes back into Swap. This article covers how to connect it and what it does.
Quality Control
Verify the condition of returned items before processing a return.
- Understanding quality control (Returns V2)Quality control lets you verify the condition of returned items before a return is processed, using a 3PL integration, a CSV upload, or the API. This article covers approval logic,…
- Understanding quality control by integration (Returns V2)A 3PL integration sends return inspection results to Swap automatically, with no upload or API call needed. This article covers how results arrive, the supported provider, what your 3PL must…
- How to upload quality control results by CSV (Returns V2)Uploading by CSV records the condition of returned items in bulk, for 3PLs that can export results but can't send them to Swap directly. This article walks through the upload,…
- Understanding partial Quality Control processing (Returns V2)Partial QC means some returned items were approved and others were never reported. This article explains what the Partial status means, how it differs from a QC failure, and how…
- Quality Control API (Returns V2)The Quality Control API lets your warehouse or 3PL push item inspection results to Swap as items are scanned. This article covers identifying items and orders, reading the response, and…
APIs
Access return data programmatically via Swap's APIs and webhooks.
- 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.