This article explains how to request and process an exchange for something else through Swap. It covers exchanging for a completely different item. Please refer to this article to exchange variants.
Requesting an ‘Exchange for Something Else’
Requesting an exchange for something else 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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In the pop-up menu, select the reason for the return.
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If necessary, add an image for proof.
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Click ‘Exchange for something else’.
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You can now browse products to exchange your product for.
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Select an item by clicking on it.
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If applicable, select a variant.
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Click ‘Confirm.’
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You will see a summary of your chosen product. If correct, click ‘Continue.’
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The item will now display under ‘Items to return and exchange’ on the left of the page. To return or exchange 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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If the new item is cheaper, select ‘Refund Payment Method’ to receive a refund, or select ‘Shop Now’ to receive store credit.
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On the next screen, you can review a summary of your exchange(s). If everything is in order, click ‘Confirm Return.’
- If the item is more expensive, or if you have to pay for shipping, fill in your payment details here.
💡 The text next to the return confirmation checkbox is customizable.
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You will now receive your shipping label. This will also be sent by email.
Processing an ‘Exchange for Something Else’
Processing an exchange for something else 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 return you wish to process to open it.
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This page provides more information about the return, such as the return 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)’ at the bottom right to process the Store Credit. This will issue the Store Credit as an e-mail gift card to the customer and close the return.