This article explains how to request and process an exchange through Swap. It covers exchanging for a different variant or size. Please refer to this article to learn about exchanging an item for something else.
Requesting an Exchange
Requesting Exchanges is done through the returns portal.
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On the Swap returns portal, fill in the order number and the email address associated with the order.
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On the left, you will find the items eligible for return. Click on an item to select it.
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Depending on the reason for the exchange, select an option.
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Now choose ‘Change Size,’ ‘Change Colour,’ or ‘Change Material.’ In our example, there is only an option for ‘Change size.’
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Now, pick your new variant and click ‘Confirm return.’
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The item will now display under ‘Items to return’ on the left of the page. To return more items, select them by clicking and repeat the process.
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To continue, click ’Continue’ on the bottom left.
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Select your preferred return method.
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On the next screen, you can review a summary of your exchange.
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Add your payment details if shipping needs to be paid for or if the exchanged item is more expensive.
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If everything is in order, click ‘Confirm Return’ or ‘Pay and confirm return.’
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You will now receive the shipping label. This will also be sent by email to the customer.
Processing an Exchange
Processing an exchange is done in the Swap Dashboard.
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In the Swap Dashboard, on the left, click ‘Returns.’
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Here, you will see a list of all returns. Click on the exchange you wish to process to open it.
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This page provides more information about the exchange, such as the item and the reason. To restock the item in Shopify, tick the box called ‘restock’ after it has been returned.
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Click on ‘Approve’ to approve the return.
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Click ‘Process item(s)’ on the bottom right to process the exchange. This will create a new exchange order in Shopify and close the exchange in Swap.