How do I reduce size exchanges?

Put a size guide on every product page and answer fit questions before the sale. Shoppers who ask which size to get, and get a straight answer, send fewer pairs back.

Can Aide tell if a size is in stock?

Yes. Aide answers from your synced Shopify products, variant by variant, so it can say whether a size 10 is in stock right now.

Can Aide recommend a size from a photo?

No. Aide describes only what a photo shows and never names an exact size. Point it at your size guide instead.

Who pays shipping on a size exchange?

Your policy decides. Many clothing stores make the first size exchange free to keep the sale.

Size exchange email template

Wrong fit, right size on the way.

Confirm the size they need is in stock, then make sending the first pair back as easy as possible.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A size exchange swaps an item for the same product in another size, the most common exchange in clothing and shoes. Check stock in the new size before you promise it, then say what to send back and when the right size ships.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailSize in stock

Subject: Swapping your size on order.name

Hi customer.first_name, Sorry the item did not fit. Good news: we have it in new size, and your exchange is under way. Please send the old size back unworn, in its original packaging, using the label we email you within 1 business day. The new size ships as soon as the carrier scans your return. Not sure about the size this time? Our size guide is here: size guide link.

ChatSize out of stock

Sorry, the item is out of stock in new size right now. The closest size we have is nearest size. Or, if you would rather, return it for a refund. Which would you prefer?

Internal noteBefore you reply

Size exchange on order.name: item, old size to new size. Stock in the new size: yes / no. Send the label, then ship the new size once the return is scanned.

When to use

The customer wants the same delivered item in a different size. Not when the order has not shipped and the size can still be changed.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

Fit is the problemThe size exchange topic matches a message like “Too small, can I get a bigger one”.

They have the itemShipment status is delivered on the order they named.

Not shipped yet?Your team can still edit an unshipped order, which beats an exchange.

Example conversation

Customer

The sneakers from #1063 are too tight. Can I get a size 10 instead of a 9?

Aide

Sorry they are a tight fit. The same sneakers are in stock in size 10 right now. Send the size 9 pair back unworn in the original box, and our team will ship the 10s as soon as the return is scanned. Shall I pass that on?

Customer

Yes please.

✓Size 10 stock checked in Shopify · Order #1063

Frequently asked questions

: Put a size guide on every product page and answer fit questions before the sale. Shoppers who ask which size to get, and get a straight answer, send fewer pairs back.
: Yes. Aide answers from your synced Shopify products, variant by variant, so it can say whether a size 10 is in stock right now.
: No. Aide describes only what a photo shows and never names an exact size. Point it at your size guide instead.
: Your policy decides. Many clothing stores make the first size exchange free to keep the sale.

Exchange requestSwap an item for a different one.Email · Chat · Internal note Return shipping costWho pays to send a return back.Chat Product availabilityAnswer whether an item is in stock.Chat 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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