This guide explains how to set the price you charge for returns, exchanges, and credits in Swap.
This guide also includes troubleshooting scenarios and solutions for common issues related to return shipping fees, label generation, and carrier-related problems.
This article is for users of Returns V1. For the Returns V2 version, click here.
How to Set Return Shipping Fees
This guide explains how to set what you would like to charge for returns, exchanges, and credits in Swap.
Additionally, this guide provides insights into troubleshooting label issues and managing carrier-related problems.
Go to the Swap Dashboard.
1. Open the Returns drop-down menu.
2. Click "Shipping".
3. Open the "Carriers" tab.
4. This is the "Domestic" section. Here, you set the domestic return shipping fees.
5. Use this toggle to enable or disable a carrier.
6. Click "Settings" to edit the shipping fees.
7. Set the shipping fees here.
8. This is the "International" section. Here, you set the international return shipping fees.
9. Settings for international carriers work slightly differently.
10. You can set shipping fees per region.
11. Use the arrows to unfold a region and see it's settings.
12. Add a new region by clicking "Add New Region". You can have multiple regions per carrier.
13. Unfold the new region.
14. Set the shipping fees here.
15. Use the drop-down menu to select a country to add to the region.
16. Click "Add" to add the selected country.
17. You can see the countries you have added here.
Troubleshooting Return Label Issues
If a return label is not generating in the returns portal, you can override the standard return window rules to process the return:
Open the returns portal and select the relevant RMA (Return Merchandise Authorization).
Toggle the "Override return window" option to "On."
This action will allow the system to generate and send the return label automatically.
Resolving Carrier-Related Return Issues
To avoid additional fees or delivery issues caused by using the wrong carrier:
Ensure the return label or QR code matches the carrier used for the return.
If a parcel is handed to a different carrier than specified on the label, the receiving carrier may impose additional fees to complete delivery or release the parcel.
Note that fees applied by carriers for such errors cannot be reversed by Swap.
Summary
By following these guidelines, you can effectively manage return shipping fees, troubleshoot label issues, and resolve carrier-related problems in Swap. Always ensure the correct carrier is used and that customers are not charged unnecessarily for return labels. For further assistance, refer to the Swap Help Center or contact support.