What is the difference between an exchange and a return?

A return sends the item back for a refund. An exchange sends it back for a different item, so the customer pays nothing more unless the new item costs more.

Can Aide process an exchange in Shopify?

Not as one action. Aide can start a Shopify return once you turn returns on, and your team sends the new item. Many stores run exchanges exactly that way.

Should the new item ship before the old one comes back?

It depends on the value of the item. Shipping on the first carrier scan of the return is a common middle ground: quick for the customer, and the original is already on its way to you.

What if the new item costs more?

Tell the customer the difference and how they pay it before anything ships. A price gap nobody mentioned turns into a second conversation.

Exchange request email template

Swap the item without losing the sale.

Check the new item is in stock, explain how your exchanges run, and tell the customer exactly what to send back.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

An exchange swaps an item the customer has for a different product or colour, and most stores run it as a return plus a new shipment. Confirm the new item is in stock, then explain what goes back, who sends the label, and when the new one ships.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailExchange approved

Subject: Your exchange for order.name

Hi customer.first_name, Thanks for getting in touch. We can exchange the original item from order.name for the new item, which is in stock right now. Here is how it works: 1. We email you a return label within 1 business day. 2. Pack the original item unused, with its tags, and drop it off with the carrier. 3. We ship the new item as soon as the return is scanned, and send you its tracking. If anything changes before then, just reply here.

ChatShort reply

Yes, you can exchange it. The new item is in stock right now. Our team will email you the return steps for the original item, and the new one ships once your return is in transit.

Internal noteBefore you reply

Exchange asked on order.name: original item for new item. Check: window still open, item not final sale, new item in stock. Then send the return label and create the new order once the return is scanned.

When to use

The customer wants to swap a delivered item for a different product. Not when they want the same item in another size.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They ask to swapYour exchange topic is detected, for example “Swap this for the green one”.

A matching orderA Shopify order matches, so the reply names the item they have.

It has arrivedShipment status is delivered. Before delivery, your team can still edit the order.

Example conversation

Customer

Can I swap the grey jacket from #1057 for the green one?

Aide

Happy to help with that. The green jacket is in stock in medium right now. I have passed the exchange to our team: they will email you the return steps for the grey one and send the green one out once it is on its way back.

Customer

Perfect, thanks.

✓Exchange details passed to your team · Order #1057

Frequently asked questions

: A return sends the item back for a refund. An exchange sends it back for a different item, so the customer pays nothing more unless the new item costs more.
: Not as one action. Aide can start a Shopify return once you turn returns on, and your team sends the new item. Many stores run exchanges exactly that way.
: It depends on the value of the item. Shipping on the first carrier scan of the return is a common middle ground: quick for the customer, and the original is already on its way to you.
: Tell the customer the difference and how they pay it before anything ships. A price gap nobody mentioned turns into a second conversation.

Size exchangeSame item, a different size.Email · Chat · Internal note Return requestThe customer wants to send an item back.Email · Chat · Internal note Return label requestWhere the return label is, or how to get one.Email · Chat · Internal note Return policyAnswer what your return policy is.Chat

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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