This feature is available in Returns V2 only.
This article explains how to change a return outcome from store credit or a gift card to a refund. Whether you can do this in Swap depends on one thing: whether the RMA has been processed.
Before the RMA is processed
Any RMA with a store credit or gift card outcome can be converted to a refund from the Swap dashboard, without deleting and recreating the return. No setting needs to be enabled — the option is available by default.
Open the relevant RMA.
Click Convert to.
Select Refund. Outcomes the RMA is not eligible for are still listed, but cannot be selected.
In the Convert to Refund? window, click Convert to Refund.
The window confirms that the action cannot be undone, and that any bonus amount will be removed from the refund total.
Confirming performs the conversion only. No processing is triggered, and the RMA result type, totals and filters update to reflect the refund.
What happens to the bonus
Any bonus credit on the RMA is removed as part of the conversion, and the refund total shows the base return value only. The confirmation window states this before you convert.
Returns that combine credit with an exchange
Where an RMA has credit alongside an exchange, only the credit portion is converted. The result is an exchange plus a refund.
What happens on processing
When the RMA is processed, no gift card or store credit is issued. Shopify issues a refund for the amount shown on the RMA.
Returns of exchange items
Converting to a refund is supported on returns of exchange items. Where the automation setting is enabled, the refund is issued automatically on processing. Where it is not, follow the standard returns of exchange process.
Converting store credit to a gift card
An RMA with a store credit outcome can only be converted to a refund, not directly to a gift card. To reach a gift card, convert the store credit to a refund first, then use How to convert a refund to a gift card or store credit to convert the refund again.
After the RMA has been processed
Once credit has been issued, the outcome cannot be changed in Swap. The change has to be made in Shopify on the original order.
If Shopify Store Credit was issued:
Open the customer's profile in Shopify and debit the store credit balance to zero. This prevents the customer from keeping both the credit and the refund.
Refund the original order in Shopify.
Refunding an order that was previously refunded to store credit requires the Over-refund orders previously refunded to store credit permission in Shopify. If the option is unavailable, ask your store owner to enable it for your role.
If a gift card was issued:
Deactivate the gift card — see How to Deactivate a Credit.
Refund the original order in Shopify.
Important notes
Converting in Swap is only possible before the RMA is processed.
Converting to a refund removes any bonus credit that was applied.
Once credit has been issued, any change must be handled in Shopify.
Always check the RMA status before taking action.