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# A complete guide: AI Smart Exchange

## Overview

**AI Smart Exchange** suggests the variant a shopper most likely wants when they exchange — the right size, color, or a clean replacement — based on their return reason and what has worked for similar shoppers. The goal is to make exchanging effortless so shoppers keep the sale instead of taking a refund.

Smart Exchange runs inside your return portal and is available on the **Premium** and **Enterprise** plans. 

## Where to manage it

AI Smart Exchange now has its own place in the app:

* **AI Smart Exchange** in the app navigation — the main tab for the feature.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1c6eu0t.png)

* **Settings → AI Smart Exchange** — switch the feature on or off and adjust how it behaves.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_6mid8z.png)

## What your shoppers see

* **A highlighted suggestion on the resolve step.** The "Different size or color" option shows a subtle purple glow, a "✦ Best match for you" label, and a short reason (e.g. *"Most shoppers who said 'too small' sized up to Size L."*).
* **Guided variant picker.** Inside the picker, the suggested size and color are marked with a ✦ badge, so the choice is obvious.

The shopper can always pick something different — the suggestion never locks them in.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_181btc7.png)

## How the suggestion is chosen

* **Size issues** — a comment like "too small / tight" suggests one size up; "too big / loose" suggests one size down.
* **Color** — a note mentioning a color suggests the same size in that color (or the nearest available shade).
* **Replacement** — for a damaged/defective item, it offers the exact same variant again (or the closest in-stock match if it's sold out).
* **Stock-aware** — out-of-stock variants are never recommended; the next best in-stock option is used instead.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_yv5us0.png)

## If the suggestion can't load

||| Smart Exchange is designed to be invisible when it can't help. If the recommendation service is slow or unavailable, the portal quietly shows the standard exchange picker — shoppers never see an error and the flow is never blocked.


## Who can use this feature?

AI Smart Exchange is available on the **Premium** and **Enterprise** plans. New stores need a little exchange history before suggestions appear.