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.
- Settings → AI Smart Exchange — switch the feature on or off and adjust how it behaves.
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.
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.
If the suggestion can't load
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.
Updated on: 30/07/2026
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