How AI Smart Exchange recommends the right variant

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 the Beta New Return Portal and is available on paid plans (Pro / Premium / Enterprise). It turns on automatically once your store has the beta portal enabled — there's nothing extra to configure.

What your shoppers see

• A recommended exchange, up front. Right after a shopper picks an item and a reason, a Recommended exchange modal can appear with a highlighted best-match option plus a few popular alternatives — so they can confirm an exchange in one tap.
• 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

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 paid plans (Pro / Premium / Enterprise) with the Beta New Return Portal enabled. Free plans use the beta portal's standard exchange picker without AI suggestions. New stores need a little exchange history before suggestions appear.

Updated on: 17/06/2026