Frequently asked questions
What SwapBack does, and what remains your responsibility.
Does SwapBack issue Shopify refunds or store credit?
No. SwapBack manages Shopify return requests and decisions; complete payments in Shopify Admin. It does not connect to marketplaces or submit marketplace refunds.
Can I manage Shopify's pending return requests?
Grant Shopify return permissions, then use Shopify returns to protect a request or preview a reasoned decline. The standard return window is 30 days and needs no extra historical-order permission. No request is automatically declined because of its age. Shopify's usual API access covers orders created within the last 60 days; older orders with recent delivery need manual review in Shopify Admin.
How do I replace an old return automation?
Use Return automation: save Preview mode, complete its check, resolve warnings and test with synthetic orders. Stop only competing automations that change the same Shopify returns or order archive state, then explicitly activate SwapBack. Unrelated integrations remain outside SwapBack. Legacy ownership is transferred per order.
Does a replacement choice create an order?
No. It records a selected catalog variant for your follow-up. Inventory is not reserved.
Are authorization PDFs prepaid labels?
No. They are return instruction documents. You can separately attach a PDF purchased from your carrier.
Must I edit my theme?
No. Use the store-specific hosted portal and supported Shopify customer-account entry points. Add and save customer-account blocks in Shopify's editor.
What happens without an active plan?
New paid business operations stop. Existing valid request-status and document links retain their authorization checks; privacy requests and help remain available.
What does an empty catalog mean?
A completed sync with zero variants means Shopify returned an empty catalog. Failed or unfinished syncs are shown separately and can be retried.