Exchange request reply templates for Shopify stores
Exchanges are mostly about sizes and colours. The reply needs to confirm the new item is in stock, say whether you'll send it now or after the return arrives, and explain any price difference.
Template
Subject: Your exchange for order {order_number}
Subject: Exchange request: order {order_number}
Subject: Your exchange
- {first_name}
- The customer's first name. Hobson fills this from the conversation.
- {order_number}
- The Shopify order number. Hobson fills this from the matched order.
- {ordered_item}
- The item being sent back, such as "black trainers in a size 7".
- {exchange_item}
- The item they want instead, such as "the size 8".
- {return_address}
- Your full returns address, including postcode.
- {price_difference_note}
- One sentence on any price difference, such as "The new one is £5 cheaper, so I'll refund the difference." Delete if the price is the same.
- {agent_first_name}
- The first name of the teammate sending the reply. Hobson fills this.
- {workspace}
- Your shop name. Hobson fills this.
When to use it
- The customer wants a different size or colour of the same product.
- They want to swap for a different product of a similar price.
- You want to keep the sale instead of processing a refund.
If you sent the wrong size or colour by mistake, use the wrong item received template, since that is your error to fix at your cost. Wrong item received
UK consumer law
UK law gives customers a right to cancel and get a refund, not a right to an exchange, so exchanges for change of mind are your own policy. If the customer would rather have their money back within the 14-day cancellation period, you must refund. If the item is faulty, the Consumer Rights Act 2015 lets them choose a replacement. This is a general guide, not legal advice.
How to use it
- 1
Check stock first
Look up the new size or colour in Shopify before replying. If it is out of stock, offer a refund or a back-in-stock alert instead.
- 2
Reserve the item
Hold the stock for the customer, for example with a draft order, so it is not sold while the return is in the post.
- 3
Decide on timing
Sending the new item first is faster for the customer but risks never getting the original back. Many shops only do it for repeat customers.
- 4
Sort the price difference
Refund or charge the difference clearly, and fill in or delete the price difference line.
Common mistakes
- Agreeing to an exchange without checking stock, then having to refund anyway.
- Not reserving the new size, so it sells out before the return arrives.
- Charging the customer postage for both directions on an exchange, when a refund would have cost them less.
What they usually ask next
How do I send the original back? Return instructions
Related templates
All returns and refunds templates- Return instructionsClear return instruction emails: how to pack it, where to drop it off, the returns label or address, and when the refund lands. Ready for Royal Mail, Evri and InPost.
- Refund request within 14 daysReply templates for change-of-mind refund requests inside the 14-day UK cancellation period: how to send it back, what gets refunded and when the money arrives.
- Wrong item receivedReply templates for when a customer gets the wrong item: apologise, send the right one, and arrange a free return or let them keep it. Friendly, formal and brief.