New Feature Spotlight: Automated Exchange Suggestions

xAutomated Exchange Suggestions | Reduce Refunds & Boost Sales with Backsy

When it comes to e-commerce returns, one thing is clear: most customers don’t actually want to return their orders. They just want something that fits better, feels better, or looks more like what they had in mind.

At Backsy, we’ve seen it again and again—customers hit the return button simply because the product doesn’t match their expectations in terms of size, color, or style. But what if instead of refunding the item, you could guide the customer to a better choice?

That’s the thinking behind our newest feature: Automated Exchange Suggestions.

Let’s walk you through why we built it, how it works, and how you can activate it today to start turning more returns into retained sales.

Why We Built This: Returns Don’t Have to Mean Lost Sales

Many eCommerce store owners have noticed this pattern:

• A customer buys a shirt in size M.
• They try it on. It’s too tight.
• They request a return.

The order is refunded, and the customer might leave, never to come back.

That’s a missed opportunity.

What if your store could automatically say, “Hey! We also have this same shirt in size L—would you like to exchange instead of refunding?” Or even better, “Here’s a similar item that other customers loved. Want to try this one instead?”

That’s the whole idea behind Automated Exchange Suggestions. Instead of losing the sale, you offer the customer a second chance to get it right.

And it works. In our early tests with pilot stores, merchants saw up to 25% more customers opting to exchange instead of refunding when the suggestion appeared at the right time.

How It Works: Smart Suggestions When Customers Need Them Most

Backsy’s Automated Exchange Suggestions are powered by simple rules and smart logic.

When a customer selects a return reason like:

• “Item doesn’t fit”
• “Not my style”
• “Changed my mind”

…Backsy immediately checks your catalog for smart alternatives. The suggestions might include:

• Same product in a different size
• Same product in another color
• Best-selling related products in the same category
• New arrivals with high ratings

A clean, non-intrusive pop-up will then appear in the return flow, inviting the customer to choose an exchange.

Here’s an example of how it looks:
When a customer chooses “Doesn’t fit” as the reason, the system gently nudges them to consider a better size.

It feels natural, not pushy. And because it’s fully automated, it works 24/7 without you lifting a finger.

How to Set It Up: Just a Few Clicks in Your Backsy Dashboard

Setting up Automated Exchange Suggestions is easy. Here’s a step-by-step guide:

1. Go to your Backsy Dashboard

Log in to your Backsy dashboard, and navigate to the Return Settings tab.

2. Enable “Exchange Suggestions”

Find the toggle called Exchange Suggestions and switch it on.

3. Configure the Rules

You’ll be able to set:

• Which products are eligible for suggestions
• How much price difference is allowed (e.g., suggest items within +$5 or -10%)
• Which return reasons will trigger the suggestion
• Which collections or tags should be prioritized

Backsy lets you fine-tune the logic so suggestions match your strategy, not just the algorithm’s guesswork.

4. Save and Preview

You can preview how the popup will look for customers and tweak the messaging before going live.

Results So Far: What Merchants Are Saying

We rolled out this feature to a small group of pilot merchants in June—and the feedback has been extremely positive.

Here’s what we found:

• Average exchange rate increased by 25%
  Shops saw more customers choosing to exchange rather than refund, especially for fashion and footwear.
• Time spent on return flow decreased
  Customers made faster decisions when a smart suggestion was shown.
• Customer satisfaction improved
  Fewer refund emails, more “Thanks for suggesting a better fit!” type responses.

One fashion brand even told us:

“This saved a $92 sale just today—customer was going to return a dress, saw the same one in a different color, and went for the exchange instead. That’s a win in our book.”

Why You Should Try It Now

If you’re running a Shopify store (or any eCommerce brand) and using Backsy, activating this feature takes just 2 minutes. Here’s why you should:

• Keep more revenue by reducing refund volume
• Boost customer experience with helpful suggestions
• Automate exchange logic without extra development
• Test and optimize as you go, with analytics included

You built your store to serve your customers—not just to say goodbye when something’s not perfect the first time.

With Automated Exchange Suggestions, you give your customers a second chance to love what they ordered.

Final Thoughts: Help Customers Get It Right

Returns will always be a part of online shopping. But how you handle them makes all the difference.

At Backsy, our mission is to help merchants turn post-purchase moments into long-term loyalty. This feature is another step in that journey.

So why not give it a try?

Head to your dashboard, turn on Exchange Suggestions, and start keeping more of your sales today.

You might be surprised by how many customers are willing to say yes—when you offer the right alternative at the right moment.

P.S. Have feedback on the feature? We’re all ears. Reach out to our team or join the Backsy Community Slack to connect with other merchants testing it out.