Returns: Quick Start Guide

  • Updated

This guide serves as your starting point for managing returns using Swap. It combines a quick reference overview and a practical return management guide. This guide will help you navigate day-to-day returns management.

 


 

Using The Returns Dashboard

When a customer registers a return on Swap, it will show on your returns dashboard.

Screenshot 2024-08-01 at 09.34.23.png

Returns table data

  • Order #: The order number generated from your store

  • Created Date: Date the return was generated

  • Type: The outcome of the return (Refund, Exchange, Shop Now Credit, Shop Later Credit)

  • Shipping Status: The current status of the return shipment

  • Status: Swap’s RMA status (Open, Closed, Needs Review, Cancelled, Closed, Expired)

  • Total: Total final RMA value

  • Customer: The customer's name

  • Email: The customer’s email address

  • Processed By: Who processed the return internally

  • Quality Control: The status of the Quality Control check*

  • Delivered Date: The date the return shipment has been delivered

* Optional

Finding Your Return

Using the Search Bar

You can search for an order using the order number in the search bar on the top left of the table.

Using the Filter Options

You can search by using the filter options dropdown on the top right of the table. You can also layer different filter types for a more granular search.

Type

  • Refund
  • Shop Now Credit
  • Shop Later Credit
  • Exchange
  • Additional Payment
  • Recycle
  • Warranty
  • Repair
  • Reglaze
  • Failty

Shipping Status

  • Pre-Transit
  • In-Transit
  • Delivered
  • Own label
  • Return to Store
  • Green return
  • At consolidation centre
  • Consolisdation transit
  • Consolidation delivered

Date Range

  • From Date (date picker)
  • To Date (date picker)

Screenshot 2024-08-01 at 09.40.22.png

Returns Dashboard Tabs

The return dashboard tabs will help you find the type of return or RMA you want.

  • All: All returns submitted on Swap.
  • Open: All returns that have not been processed, Closed, or Cancelled
  • Needs Review: All returns flagged for review and additional action from the store is required. It is not possible to manually add returns to this tab as these are returns with certain errors or rules.
  • Closed: All closed returns. The seller may have processed this return manually or marked it as closed. This outcome should mean that the customer received their outcome.
  • On Hold: The order has been manually marked as ‘On hold’ by clicking the button on the top right of the RMA.
  • Unexpected:* Returns received through Quality Control that can not be linked to an order but are known to be from your store.

*Only for Quality Control integrations

 


 

Requesting and Processing Returns

Returns management involves overseeing the entire return process, from when a customer requests a return to the final resolution, whether it is a refund, exchange, or store credit. Effective management can enhance customer loyalty, reduce operational costs, and provide valuable insights into product performance and customer preferences.

Requesting and Processing Store Credit

Store credit is a popular option for customers who prefer to receive a credit for future purchases instead of a direct refund. Requesting and processing store credit involves several steps through the Swap returns portal and dashboard. To understand this process in detail, see:

Requesting and Processing Store Credit Through Swap

Requesting and Processing a Refund

Customers often request refunds for various reasons. The Swap platform allows easy refund processing through its returns portal and dashboard. For a comprehensive guide on how to request and process a refund, check out:

Requesting and Processing a Refund Through Swap

Requesting and Processing an Exchange

Exchanges can be for the same item in a different size or colour or for a completely different item. Swap facilitates both types of exchanges efficiently. For instructions on processing exchanges, refer to the following articles:

Requesting and Processing an Exchange Through Swap

Requesting and Processing an Exchange for Something Else Through Swap

 


 

Taking Action On Your Return

On your Returns Dashboard, you can provide the needed outcome for the return to complete the return process for your customer.

Screen Shot 2022-04-11 at 2.56.45 PM.png

Delete Return: Deleting a return does not take action on Shopify. The Return order will disappear from Swap, and the customer can submit the return again.

Close Return: Closing a return will mark the Return Order as "Completed" in Swap but take no action in Shopify. This will allow you to provide a manual outcome to the customer directly in Shopify. This can only be clicked for all Return Orders that are not completed or already closed/cancelled.

Process Items: Closes the Return Order and marks it as “Completed” in Swap. This action will take the required outcome action on Shopify. The items returned will be locked from taking any refund/return action on your Shopify dashboard.

  • With regular exchanges, when the return is processed, Swap creates the exchange order, which the store then fulfils.
  • With instant exchanges, the order is created at the point of return registration, but the brand will have a tag to hold this order. Then, when the return is processed, the tag should be removed, and the order should be released.
  • Process items can only be clicked when the Return Order has not been completed, closed, or cancelled.
    • If the Return Order result is ‘Refund’, and the customer pays shipping.

      Swap will restock the items on Shopify (if the checkbox is checked and Shopify is used for inventory*), issue a refund on Shopify, and:

      • Deduct the flat rate postage fee from the refund if you charge a flat rate for return shipping.
      • Deduct the actual postage fee from the refund if you are not charging a flat rate for shipping.

      *Restocking only works if Shopify is the ‘Source of Truth’ for inventory.

    • If the Return Order result is ‘Refund’, and the seller pays shipping.

      Swap will restock the items on Shopify (if the checkbox is checked and Shopify is used for inventory*) and issue a refund on Shopify.

      *Restocking only works if Shopify is the ‘Source of Truth’ for inventory.

    • If the Return Order result is ‘Shop Now Credit,’Shop Later Credit,’ or ‘Even Exchange.’

      Swap will restock the items on Shopify (if the checkbox is checked and Shopify is used for inventory*) and not issue a refund. With store credit, Swap will create a gift card order which should be automatically fulfilled. The customer will receive the gift card via email.

      *Restocking only works if Shopify is the ‘Source of Truth’ for inventory.

 


 

Common Actions in Returns Management

You'll frequently use several common actions to manage return requests effectively.

Deleting a Return

In some cases, you might need to delete a return request entirely. This action is typically recommended only if the return is in a ‘Pre-transit’ status. Deleting a return will permanently remove all records associated with the request. For detailed steps on how to delete a return, refer to:

Deleting a Return in Swap

Overriding the Return Window Policy

Swap automatically enforces your brand's return window policy, ensuring customers cannot initiate a return outside the specified timeframe. However, there may be exceptional cases where you must override this policy. To learn how to override the return window policy, refer to:

Create RMA (Override the Return Window)

Overriding the Return Shipping Fees Fees

Swap automatically enforces your brand's policy on return postage fees, ensuring customers know of any costs associated with returning items. However, there may be cases where you must override this policy. To learn how to override the postage fees, refer to:

Create RMA (Override Return Shipping Fees)

Accessing Customer's Shipping Label and Tracking

You can easily download a copy of the customer's return label and check the shipment tracking status directly from the Swap dashboard. For more information on accessing shipping labels and tracking, see:

Accessing your Customer’s Shipping Label and Tracking

 


 

Setting Return Shipping Fees and Policies

The return window and return shipping fees can be edited.

Setting Return Shipping Fees

Setting the right return shipping fees is essential for managing costs and customer satisfaction. You can customize these fees for returns, exchanges, and credits. For detailed instructions on setting return shipping fees, check out:

Setting Return Shipping Fees

Setting the Return Window

Swap automatically enforces your brand's return window policy, ensuring customers cannot request a return outside the specified timeframe. For a step-by-step guide, refer to the following:

Setting the Return Window

 


 

Troubleshooting Issues with Returns

Occasionally, issues such as missing product codes or incorrect sender information may arise during the return process. Swap provides solutions for these common problems to ensure a smooth return process. For troubleshooting steps, see:

Troubleshooting Issues With Returns

 


 

Account Management

Learn how to manage your account, add users, and change your password.

Adding a user

Adding a user is done through the Returns Dashboard.

Adding a New User to Swap

Changing your password

To change your password, head over to the Returns Portal.

  1. On the bottom left, click on your name. This will open the account management pop-up.
  2. Click reset password.
  3. You will receive an e-mail asking you to change your password to the specified email address.

Resetting a forgotten password

To reset a password that has been forgotten, open the returns portal login screen.

  1. To reset your password, click ‘Forgot Password?’.
  2. Fill in the email address associated with your account.
  3. You will receive an e-mail asking you to change your password to the specified email address.

 


 

Customisation

You can customise the Returns Portal to match your store's branding. To find the customisation settings, follow these steps:

  1. In the Dashboard, unfold the Returns menu options by clicking the arrow next to ‘Returns.’

    Screenshot 2024-06-13 at 12.21.34.png

  2. Then, click on ‘Design.’

    Screenshot 2024-06-13 at 12.24.28.png

  3. On the top, you can select ‘General’ and ‘Portal.’

    Untitled.png

Was this article helpful?

/