Skip to main content

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 return and refund manually in Shopify instead.

Written by Rez

Deleting a return in Swap permanently removes the return request from the system, as if it never existed. This is intended for returns still in Pre-transit status. Once a return is marked Delivered, it can no longer be deleted — you'll need to close it instead and process any refund, exchange, or store credit manually in Shopify.

Deleting a return while it is In-transit is possible, but results in losing all associated tracking records and documentation, so only do this if necessary.

This article is for users of Returns V2. For the Returns V1 version, see Deleting a return in Swap (Returns V1).

Deleting or closing a return

Deleting and closing a return do different things:

  • Deleting removes the return and its record from Swap. The customer can then submit a new return for the same items.

  • Closing keeps the return and all its data in Swap, but Swap takes no further action on it. The customer can't submit another return for the same items. See How to close a return (Returns V2) [link once live].

Deleting a return

Whether you can delete returns depends on your user role in Swap. If you don't see Delete, ask a user with the right permissions to delete the return for you.

To delete a return, follow these steps:

  1. In the Swap Dashboard, go to Returns > Return requests.

  2. Open the RMA you want to delete.

  3. Click More Actions

  4. Click Delete.

  5. Click Remove to confirm.

Related Articles
Did this answer your question?