What I like most about Swap Commerce is the combination of a strong returns platform and genuinely responsive support.

The system has helped us manage returns more clearly across Customer Service, Warehouse and Merchandising. Even when an issue has come up, it has been resolved quickly with minimal impact on customers, and any financial queries or back-end corrections have usually been sorted within the same day.

Eoin has also been excellent throughout our move from Swap V1 to Swap V2, supporting the testing and implementation across different teams and helping us work through any issues along the way. It has felt like working with a partner rather than just a software provider. Review collected by and hosted on G2.com.

Swap V1 was more limited when it came to integrations with other platforms, which meant some processes still relied on manual work.

Swap V2 has been a big improvement so far, with much stronger integrations and a more flexible setup. There are still areas being developed, such as automated bundle return calculations, but once this is in place it should save our C Review collected by and hosted on G2.com.

Working with the Swap team has been a game changer. The team are dynamic and super helpful in guidance and suggestion on strategy as well as delivering a well polished returns solution.

Swap Global has allowed us to ship internationally and remove the logistical and Operational headaches, a true 'set & forget' system.

They are the new kids on the block and they are delivering some really useful tools that actually solve issues in our vertical. Review collected by and hosted on G2.com.

Least helpful thing about Swap? I don't think there is anything! Review collected by and hosted on G2.com.

We've been able to centralise our return information and data. Iron out our return process and ensure this is uniform and everything can be tracked. Its a clear and easy system to use day to day to track and process our returns.

Its helped to reduce workload across our customer service returns team and completely automate some refund requests and partially automate other refund requests and exchanges. We've integrated it with Shopify and our back end system and will continue to work with Swap to improve on the integrations.

We can pull data on customer comments, repeat issues and problem items alongside the main return reasons and how many returns reflect as refunds per exchanges. We use this data across the entire company to find issues within our workshop, shipping and suppliers. It supports our sales team and we've been able to trigger tickets for high value returns so we can intervene while in transit and try to retain. Review collected by and hosted on G2.com.

Not have a centralised claims tab, I run our Customer Service returns team and it would help to be able to monitor what claims are ongoing, how many are active vs closed. We'd rather have an overview of this, regardless of who has raised the claim, so other members of the team can respond or chase these as needed.

We can change a refund request to a gift card but we'd also like this option for exchanges. Sometimes customers change their mind on the exchange or its unavailable and having to option to change to a gift card request will help automate these.

We can only adjust an exchange for the same item but a different size, if applicable. We would like the option to change to alternate products again to help with our automation and overall workload. Currently if a customer wants an alternate product that stated on the RMS, we have to close the return request and process the exchange manually on shopify. This of course slows us down and adds to the workload. Review collected by and hosted on G2.com.

Filters are easy to use, the platform is easy to navigate around, information is clear and the integration with shopify makes for ease of use, chat is easy to use when you have an issues, the clear table contents and tavs make it easy to use, and there is a fast connection between shopify when you click process it immediately works in the background Review collected by and hosted on G2.com.

When you open the webpage it automatically begins in analytics, personally it should open to the return dashboard, there is an inability to amend the return reason without deleting the RMA, not all users have access to this, so a bypass or amendment to either switch return reason or when a rma is closed over ride the return again would be helpful, between swap 1 and swap 2 the search features are different. SWAP1 uses just the numericals of our order numbers, SWAP2 uses both the letters and numbers but the letters are case sensitive, you cant amend the return method choice, the chat function is easy to use and the agents are very helpful. Finally the RMA created, if deleted or closed doesnt let shopify recreate a return in the order Review collected by and hosted on G2.com.

What I like best about Swap Commerce is that it has completely transformed The Diamond Store's returns process by bringing everything into one manageable and streamlined platform. It has significantly improved our operational efficiency and provided a much better experience for both our team and our customers.

Equally importantly, the team at Swap has been exceptional. They are consistently available to provide support, are proactive in helping us navigate more complex scenarios, and genuinely work collaboratively with us to find solutions. Having a strong platform is one thing, but having a responsive and knowledgeable team behind it has made a real difference to our experience. Review collected by and hosted on G2.com.

Overall, our experience with Swap Commerce has been very positive. The areas for improvement are generally smaller operational details rather than major issues.

One challenge has been user permissions and access controls, which can feel somewhat limited depending on the level of flexibility required by different teams. Additionally, when transitioning to Swap 2, some of the smaller features and quality-of-life improvements that made a real difference to our day-to-day workflows were not carried over, which was disappointing.

I would also say that, at times, there can be a lengthy wait for the implementation of smaller feature requests or enhancements. Whilst these may appear minor individually, they can have a significant impact on operational efficiency and the overall user experience. Review collected by and hosted on G2.com.

We switched over to SWAP returns over a year ago and the user experience is greatly improved and we have been able to retain so much more money in the business through the exchange or shop now features. We then installed Swap Global for cross boarder order fulfilment and have seen our international sales increase by over 100% since making the change from Global-E.

The user interface is super intuitive and if we do have any issues then SWAP's customer support is always on hand to assist.

Since setting up (which was straight forward and handled by the team) we very rarely need to make changes which is nice that it is so light touch for us. Review collected by and hosted on G2.com.

Our experience has been great and don't really have any dislikes with the platform. Review collected by and hosted on G2.com.

I like how Swap Commerce provides easiness for our customers when logging a return or purchasing from outside the UK. The returns reporting is particularly helpful. We use Swap for all our returns and outbound shipping to international customers, which means our customers don't have to deal directly with customs since it's all handled by Swap. Review collected by and hosted on G2.com.

We ship from multiple locations as our stores are also online. However, we consolidate the parcel so if an order is split between a store and our warehouse we consolidate it at our warehouse so that the customer receives it in one parcel. However, Swap Commerce will double charge shipping as it looks to be two parcels. We had a workaround before, however, this stopped working and it's back to charging shipping twice, which we then need to refund. Review collected by and hosted on G2.com.

Their collaborative approach and willingness to listen to customer feedback. They're open to developing and enhancing features within the platform to better meet their customers' needs, which shows they're committed to continuous improvement and building solutions that genuinely add value. Review collected by and hosted on G2.com.

One area for improvement is user permissions. The current permission structure isn't strict enough, as it allows all users access to settings that should ideally be restricted based on roles. More granular role-based permissions would improve security, reduce the risk of accidental changes, and give businesses greater control over user access. I know this is somethng they are working on Review collected by and hosted on G2.com.

I really enjoy Swap Commerce's flexibility and how user-friendly the platform is. The interface design is something I love, and I appreciate that it is always open to new suggestions to fit our business needs. It's also easy to use and customizable, and I find the analytics side of things very useful and insightful for business feedback. It helps us gather detailed data through customer experience and feedback. Furthermore, the initial setup of Swap Commerce was very easy. Review collected by and hosted on G2.com.

There are some limitations with Swap Commerce, like not being able to generate a label to send rejected parcels back to customers. It would also be great to have an omni-channel feature because our UK and US channels are separate. But other than no issues with processing Review collected by and hosted on G2.com.

The communication and support SWAP have provided since we joined has been fantastic, and it’s been very refreshing compared with other companies we’ve used in the past. They also offer fantastic services that help our business grow, especially during busy periods. Review collected by and hosted on G2.com.

It took us a while to get used to Swaps’ back-end integration and to take control of our own Shopify store again. But once we figured it out, it was definitely worth it. Review collected by and hosted on G2.com.