Set Up a Custom Domain for your Returns Portal (Returns V2)

By default, your Swap returns portal is hosted on a Swap-owned domain.

This article explains how to replace that with your own branded subdomain by updating your DNS records.

Objective

Change your returns portal URL from a Swap domain to a custom domain you own.

Example

From:

https://returnsportal.shop/beautifulstore

To:

https://returns.beautifulstore.com

In this example:

• “returns” is your subdomain
• “beautifulstore.com” is your root domain (also referred to as your domain name)

You can choose any subdomain name you like, as long as you own the domain.

Requirements

Before you begin, make sure the following requirements are met:

• You own the domain you want to use
  • If you own beautifulstore.co.uk, you cannot use beautifulstore.com unless you also own that domain
• You have access to your DNS settings
  • This is usually managed by your domain provider or DNS service, such as:
    • Cloudflare
    • GoDaddy
    • Namecheap
    • Squarespace
• You can create and edit DNS records
  • If you are unsure how to do this, search for your DNS provider’s official guide.

Step 1: Request TXT record values from Swap

Before creating any DNS records, you must contact Swap to request the required TXT record values.

When submitting your request, include:

• The full custom URL you want to use
  • Example: returns.beautifulstore.com
• The DNS provider you are using
  • Example: Cloudflare or GoDaddy

⚠️ Ensure that your brand owns the domain you provide and that it is accurate. If the domain is incorrect, Swap will not be able to validate it.

Swap will respond with two TXT record values.

Step 2: Create TXT records in your DNS

Once you receive the TXT record value from Swap, create two TXT records in your DNS.

TXT record details

Notes

• Replace “subdomain” with the subdomain you chose
  • Example: returns
• The record names must be entered exactly as shown

Step 3: Create a CNAME record

Next, create one CNAME record to point your subdomain to Swap’s returns infrastructure.

CNAME record details

Example

The CNAME record value is fixed and must be copied exactly.

Some DNS providers will automatically display the full domain, for example returns.beautifulstore.com. This is expected behaviour.

Step 4: Wait for DNS propagation

DNS changes can take effect within a few minutes, but in some cases, it may take up to 48 hours.

How DNS propagation works (short explanation)

When you update DNS records, the changes are not applied everywhere instantly. DNS information is cached by servers worldwide, including those of Internet service providers and browsers.

As these caches refresh over time, the new records gradually become visible globally. This process is known as DNS propagation.

Because different systems refresh at different intervals, some users may see the new domain working sooner than others. This means that even if the new domain seems to work for you, it might not yet be fully propagated in other areas.

How to monitor DNS propagation

You can check whether your DNS records are live using online DNS lookup tools.

Common options include:

• WhatsMyDNS
• DNS Checker
• Your DNS provider’s built-in DNS lookup tool

When checking, make sure you:

• Select the correct record type (TXT or CNAME)
• Enter the full record name when using lookup tools
  • Example: returns.beautifulstore.com

If the correct values appear in multiple locations, propagation is in progress or complete.

Local caching considerations

If your domain does not appear to work locally, but looks correct in DNS checkers:

• Try opening the domain in an incognito or private browser window
• Clear your browser cache
• Wait a little longer and try again

Final confirmation

Once DNS propagation has completed:

• Your custom returns portal domain will load correctly
• Swap will be able to confirm that all required records have been detected

No further action is required once propagation is complete.

Need help?

If your domain does not work after 24 hours, or if you are unsure whether your DNS records are correct, contact Swap support and include:

• Your full custom domain
• Your DNS provider
• Screenshots of your DNS records (if possible)