How to customise Swap emails (Returns V2)

This article explains how to customise the emails sent during the return journey, using Swap's built-in email templates.

You can:

• Enable or disable specific emails
• Edit the message content
• Customise button text and links
• Preview how emails will appear to customers

Accessing email settings

1. In the Swap Dashboard, go to:Returns → Settings → Emails
   

1. Select your email platform:
   • Swap's native tools
   • Klaviyo

Using Klaviyo

If Klaviyo is your preferred email platform, you still need to disable Swap native emails. It is possible to use both at the same time.

See: Klaviyo Integration (Returns V2)

Email types

You can customise the following email types:

• Return created – Sent when a return is submitted
• Return received – Sent when returned items are delivered to the return address

Select the email type in the editor to begin editing.

Enabling or disabling emails

Each email can be toggled on or off.

• When enabled, the email is sent automatically
• When disabled, no email is sent for that event

Customising email content

The Email preview panel shows how the email will appear. Use the preview to verify content and layout.

You can edit the following fields for the Return created email template:

Body text

This is the main message shown in the email.

• Appears within the email content
• Used to provide additional instructions or messaging

Subtext

This text appears above the button in the email.

• Used to guide the next action

Button text

Defines the label shown on the call-to-action button.

Button link

Defines where the button directs the customer.

• Must be a valid URL

Saving changes

1. Click Save
2. Changes apply to all future emails of that type

Important notes

• Changes do not apply to emails that have already been sent
• Each email type must be configured separately
• Ensure button links are correct before enabling emails