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Exchange request response email template

An exchange should feel like an easy swap, not a second purchase. This template confirms the new item, explains how the exchange works, and tells the customer when their replacement will arrive.

Subject line

Let's get your exchange sorted

Email body

Hi [first name], Absolutely. I can swap your [original item] for the [new item, e.g. size/color] from order [order number]. Here's how it works: I'll send the [new item] out now so you're not waiting, and you can return the original using the prepaid label attached to this email. Pop it in the post within [timeframe]. Your replacement should arrive in [timeframe], and there's no extra charge since it's an even swap. If there's a price difference, I'll let you know before anything is processed. Reply here if you'd like a different size or color instead. Happy to adjust. Thanks for sticking with us! Best, [Your name] [Company]

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When to use this email

  • A customer wants to swap an item for a different size, color, or product

  • You can ship the replacement before the original comes back

  • You want to set arrival timing and flag any price difference up front

Tips for making it yours

Name both the original and the new item so there's no mix-up

Offer to ship the replacement first so they're not left waiting

Be clear about whether there's a price difference before charging anything

Attach the return label so the swap is a single, easy step

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Saying no to a discount doesn't have to feel like a door closing. This template declines warmly, reminds the customer what they're getting, and points them to a real alternative so the conversation stays positive.

Browse all 47 support email templates →

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