Managing returns
Day-to-day actions for handling RMAs — creating, editing, overriding, and closing out returns and exchanges.
By Guido and 1 other2 authors15 articles
- 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…