# Exchange Policy > Writes exchange policies with eligibility criteria, process steps, customer communication templates, and exception handling. Use when establishing or improving your exchange process. - Skill: `reaperinvest/exchange-policy` (Agent Skill) - Install (CLI): `npx skillmds@latest add reaperinvest/exchange-policy` - Raw SKILL.md: https://api.skillmd.com/api/skills/reaperinvest/exchange-policy/raw - Safety review: pending - Works with: Claude Code, Claude.ai, OpenAI Codex - Category: Coding & Dev Tools - Author: reaperinvest (https://skillmd.com/u/reaperinvest) - Updated: 2026-09-22 - Page: https://skillmd.com/skills/reaperinvest/exchange-policy --- # Exchange Policy ## When to Use This Skill Use this skill when you need to: - Write a clear exchange policy for your e-commerce store - Design the exchange process workflow from request to resolution - Create customer communication templates for exchange scenarios - Establish exception handling guidelines for edge cases **DO NOT** use this skill for refund policies, warranty claims, or customer service training. This is for product exchange policies and processes specifically. --- ## Core Principle A GOOD EXCHANGE POLICY KEEPS THE REVENUE AND THE CUSTOMER — MAKE EXCHANGING EASIER THAN RETURNING AND CUSTOMERS WILL CHOOSE TO STAY. --- ## Phase 1: Brief ### Required Inputs | Input | What to Ask | Default | |-------|------------|---------| | **Product types** | "What products are eligible for exchange? (all, apparel only, specific categories)" | All products | | **Exchange window** | "How many days after purchase can customers exchange?" | 30 days | | **Condition requirements** | "Must items be unused, unworn, with tags?" | Unused, original packaging | | **Exchange types** | "Same product different size/color, or exchange for a different product?" | Same product, different variant | | **Shipping cost** | "Who pays for exchange shipping? (customer, company, split)" | Company pays | | **Current pain points** | "What exchange issues do you deal with most?" | Sizing exchanges, slow process | | **Platform** | "E-commerce platform? (Shopify, WooCommerce, etc.)" | Shopify | **GATE: Confirm brief before writing the policy.** --- ## Phase 2: Design ### Exchange Policy Framework 1. **Eligibility** — what can be exchanged, what cannot 2. **Timeframe** — days from purchase or delivery 3. **Condition** — required product condition for exchange 4. **Process** — how to initiate and complete an exchange 5. **Shipping** — who pays, how labels are provided 6. **Exceptions** — sale items, personalized items, final sale 7. **Processing time** — how long from receipt to new shipment ### Exchange Workflow ``` Customer requests exchange → Team reviews eligibility → Approved: prepaid label sent → Customer ships item → Item received and inspected → New item shipped → Tracking sent to customer → Exchange complete ``` **GATE: Present the policy framework for approval before writing the full document.** --- ## Phase 3: Build ### Deliverables **1. Customer-Facing Exchange Policy** - Plain-language policy for the website - Organized with clear headings (What, When, How, Exceptions) - FAQ section addressing top 5 exchange questions - Step-by-step exchange process (numbered, no ambiguity) **2. Internal Exchange SOP** - Step-by-step process for the team handling exchanges - Decision tree for eligibility evaluation - Inspection criteria for received items - Inventory management (returning exchanged item to stock or writing off) **3. Customer Communication Templates** - Exchange request acknowledgment email - Exchange approved email (with label and instructions) - Exchange denied email (with reason and alternatives) - New item shipped confirmation email - Exchange complete follow-up email **4. Exception Handling Guide** | Scenario | Policy | Action | |----------|--------|--------| | Item outside exchange window | Deny if over 45 days, consider if 31-45 | Manager discretion | | Item worn/damaged by customer | Deny exchange | Offer discount on new purchase | | Item out of stock in requested size | Offer alternative or store credit | Customer chooses | | International exchange | Customer pays return shipping | Provide customs guidance | | Gift exchange (no receipt) | Exchange for store credit at current price | Verify product is carried | --- ## Phase 4: Polish ### Policy Placement - Link prominently from product pages, cart, and footer navigation - Include exchange policy summary in order confirmation email - Add to FAQ page and customer service knowledge base ### Measurement Track monthly: - Exchange request volume (as % of orders) - Top exchange reasons (size, color, defect, preference) - Exchange completion rate (started vs. completed) - Time to resolution (request to new item delivered) - Post-exchange retention (do exchange customers buy again?) ### Policy Review - Quarterly: review exchange data and adjust policy for recurring issues - Seasonally: adjust for holiday gift exchanges (extended window in Dec-Jan) - On trigger: update when adding new product categories or selling internationally --- ## Example 1: Apparel Brand (Sizing Exchanges) **Policy:** Free exchanges within 30 days of delivery. Items must be unworn with tags attached. Prepaid return label provided. New size shipped within 2 business days of receiving the return. Exchange window extended to 60 days during holiday season (Nov 15 - Jan 15). ## Example 2: Home Goods Store (Product Exchanges) **Policy:** Exchanges within 14 days of delivery for same-value or higher-value items (customer pays difference). Items must be unused and in original packaging. Customer pays return shipping. Exchanges processed within 5 business days. --- ## Anti-Patterns - **Hidden or hard to find** — a policy buried in fine print creates frustrated customers who call support. Make it visible and easy to find. - **Too restrictive** — "No exchanges under any circumstances" loses customers and generates chargebacks. Some flexibility builds loyalty. - **Too generous without tracking** — unlimited exchanges with no tracking enables abuse. Monitor for patterns. - **Slow processing** — a 3-week exchange process makes customers wish they had just returned and rebought. Speed builds trust. - **Making exchanges harder than returns** — if returning for a refund is easier than exchanging, customers will choose the refund. Make exchanges the path of least resistance. --- ## Recovery - **High exchange rate on one product:** Investigate the root cause. If sizing is the issue, improve the size guide. If quality is the issue, address the product. - **Customer wants to exchange but outside the window:** Use judgment. A customer at day 35 of a 30-day window who is polite and loyal deserves an exception. Document the exception. - **Exchange item is out of stock:** Offer store credit, an alternative product, or a refund. Never leave the customer in limbo waiting for a restock. - **Fraud concerns:** Track exchange patterns per customer. Flag accounts with unusually high exchange frequency for review. Implement verification for high-value exchanges.