Form templates / Ecommerce & Retail
Exchange Request Form
An exchange request form differs from a return in one important way: the customer still wants something. Capture what they want instead, and an exchange becomes a fulfilment task rather than a conversation.
For online shops, retailers and independent brands.
Ask what they want instead, in the same breath
Most exchange processes collect the return and then start a second conversation about the replacement. That's two emails and a delay, during which the size they wanted sells out.
Asking for the replacement variant on the same form lets you reserve it immediately. This template also asks whether they'd accept a refund if the replacement isn't available - which turns a dead end into a resolution without another message.
Take orders while you're working
You can't answer the phone with your hands full, and the person calling won't wait. A form takes the order at 11pm on a Sunday and has it waiting when you open.
Order numbers turn a complaint into a resolution
"My order is wrong" with no order number is a support conversation that takes four emails. Asking for the number, the item and what happened turns the same message into something one person can resolve on the first reply.
It's the same trick for wholesale enquiries and returns: ask the two facts that decide the answer, and stop the thread before it starts.
One place to check what's due
Every order lands in one list, timestamped, filterable and exportable. No scrolling back through a chat thread to find out what Tuesday looks like.
Yours to change, immediately
Nothing here is fixed. Rewrite a question, reorder them by dragging, add your brand colour, delete half of it. Save and the live form updates - there's no separate publish step and no deploy to wait for.
What this template asks
- Order number
- Name on the order
- Email address
- Approximate order date
- Which item are you exchanging?
- Size or colour you received
- Why are you exchanging it?
- Anything else about the problem?
- Is it unworn and in its packaging?
- Which size or colour would you like instead?
- I'd like a different item instead - I'll describe it below
- Which item instead?
- If that isn't available?
More Ecommerce & Retail forms
Questions
Can I reserve stock from this?
The form captures what they want; reserving it is your process. Most shops put the requested variant aside as soon as the request arrives, which is the main reason to ask for it here.
How do I handle exchange postage?
Say who pays in the form's introduction, before the questions. Ambiguity about postage generates more support email than any other part of an exchange.
Can I take payment on the form?
Not yet. Most people use this to capture the order and then invoice or take payment on collection - which also means you can confirm availability before charging anyone.
Can I limit what people can order?
Yes. Options are lists you control, so only what you actually sell appears - and you can close the form when you're at capacity.
Will I be told about new orders straight away?
Yes, if you turn on live notifications: each order is emailed to you as it arrives. Otherwise they collect in your dashboard.
Can this work alongside my store platform?
Yes - it's a normal link, so it goes on a product page, in a packing slip, in an order confirmation email or in your help centre. Responses stay in ava42, where you can export them.
Publish your exchange request form today
Start from this template and change anything you like. Free to begin.