Exchange
Swapping a returned item for a different size, color or model instead of issuing a refund.
In practice
Offering exchanges alongside refunds can retain revenue that a straight refund would lose entirely, since the customer stays with the brand instead of taking their money elsewhere - though it requires the replacement item to actually be in stock.
A customer receives a shirt that runs small and requests an exchange for the next size up instead of a refund, and the brand ships the replacement once the original is on its way back.
Why it matters
Offering an exchange keeps revenue in the business that a straight refund would lose entirely, since the customer stays and gets a different item instead of taking their money elsewhere.
Worth knowing
- Requires the replacement item to actually be in stock, or it effectively becomes a refund anyway.
- Often processed faster than a refund-and-repurchase cycle, improving the customer experience.
- Particularly common and expected in apparel, where sizing is the leading cause of returns.
Start the conversation
Let's talk it through
Tell us where things stand with putting exchange into practice and we'll respond with next steps, no forms, no waiting in a queue.
- A specialist replies directly, not a support queue
- Whichever channel is fastest for you, call, WhatsApp or email
- No long-term contract to start the conversation
