Why exchange requests slow you down
A shopper who asks for another size or color still wants the product, so every exchange is a sale worth keeping. But each one means checking stock, confirming the exchange window, creating a new order and sending a return label, often across three tools, while the shopper waits days for a simple swap.
- Stock changes between the request and the reply
- Every swap touches the store, the helpdesk and shipping
- Slow exchanges turn into refunds
How Yuma automates exchanges
Yuma reads the request, finds the order in Shopify and checks whether the new size or color is in stock. If it is, and the order is inside your exchange window, it creates the exchange order, sends the return label and confirms the next steps in one reply.
Your Handbook sets the rules: the exchange window, any restocking fee, and what to offer when the item is out of stock. If you run returns through Loop Returns, Yuma creates the exchange there. Want a refund instead? That's covered in returns automation.
| Scenario | What Yuma checks | What the shopper gets | Hands off when |
|---|---|---|---|
| In stock | Variant stock, exchange window | New order and return label | No handoff needed |
| Out of stock | Stock for the size or color | Store credit, a refund or another variant | Your policy asks for a person |
| Outside the window | Order date against your policy | A clear answer and any options | You allow exceptions case by case |
| Faulty item | Order details, your quality policy | The next step from your policy | A claim or quality check is needed |
A jacket one size too small
Emma orders a jacket for a winter trip and finds it tight across the shoulders. On a Sunday evening she asks to swap to a medium. Yuma sees the medium is in stock, creates the exchange order, sends the return label and explains when the new jacket ships under your policy. Nobody on your team touches it.
Benefits
01Speed
Swaps in one reply
Shoppers get the stock check, new order and return label in one answer, nights and weekends included.
02Retention
Keep the sale
A fast, easy swap keeps the order instead of turning it into a refund.
03Focus
Your team on real exceptions
Agents only see faulty items and requests outside your policy, with the context attached.
04Consistency
One policy, every channel
The same exchange rules apply on email, chat, social DMs and phone, so every shopper gets the same answer.
Yuma
Step by step
- 01
Find the order
Yuma matches the shopper to the order in Shopify by email, order number or phone. - 02
Check stock and eligibility
It checks the new variant's stock and whether the order is inside your exchange window. - 03
Apply your policy
It follows your Handbook for fees, store credit and out of stock alternatives. - 04
Create the exchange
It creates the exchange order and sends the return label with clear instructions. - 05
Confirm or hand off
The shopper gets the next steps in your brand voice, and anything unusual goes to your team with context.
