Questions worth a straight answer

Does Swapify+ move money itself?

No. Refunds are processed through Shopify, using the amount Shopify calculates for that return. Swapify+ never holds funds, never takes a payment, and never issues a refund by any route other than Shopify.

What happens if two people press the same button at once?

One of them wins and the other is told so. Every write to Shopify is claimed in a ledger before it is sent, and the claim is decided by the database rather than by a check in the application, so a race produces one return and one refund.

What if Shopify does not respond?

Nothing is sent twice. The attempt is already recorded, so the app can ask Shopify what actually happened and attach that answer — whether that is a return which exists, or nothing at all. A blind retry is how customers get refunded twice, so there are none anywhere in the app.

Can staff mark a request complete without refunding the customer?

Not for an exchange where the customer owes money. That request closes only when Shopify confirms both that the exchange was processed and that the balance was paid. There is deliberately no button that lets someone declare it finished.

Why does the portal sometimes not show an estimate?

Because it cannot work one out honestly — usually an order placed in a different currency from your catalogue. It says so rather than converting behind the scenes and presenting a number that looks authoritative. Shopify still settles the exchange correctly.

Do customers need an account?

No. They identify themselves with the email address on the order and the order number, and only ever see that one order. A wrong email and a non-existent order return exactly the same message, so the portal cannot be used to find out whether an order exists.

What Shopify permissions does it need?

Read access to orders, products and customers, so the portal can show what was bought and what it can be swapped for. Permission to create and process returns is requested separately, and is checked against Shopify before every single write rather than remembered — so if you revoke it, processing stops immediately while your customer portal keeps working.

Does it send emails?

Not yet. The system is built and switched off. When it is enabled, every message is sent after the return and the refund rather than alongside them, so an email problem can never affect what happened to your money.

Does it print return labels?

No. Swapify+ does not generate shipping labels today, and the portal tells customers to wait for your instructions instead of promising one.

What happens to my data if I uninstall?

Shopify tells us, and we act on it — including the customer data requests and deletion requests Shopify forwards on a customer's behalf. See security and data.

Something not answered here? Ask us directly.