Fewer exchange disputes—and more confident repeat buyers—start with rules you agree before the parcel moves. Set who pays, when replacement stock is reserved and how you’ll record returned condition, then use the same routine for every order.
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The goal: exchange rules your customers can understand
Make your policy easy to find before checkout. Tell buyers how to request a size exchange, which items qualify, what condition is acceptable, who pays for each delivery leg and what happens if the requested size is unavailable. Set out voluntary size changes separately from items that are faulty, incorrect or not as described.
What’s the right order for a size exchange?
- Confirm the request and match it to the order. Record the item, requested size and reason for the exchange.
- Agree who pays for the return and replacement delivery before arranging either leg. Put the decision in the order record so your team and buyer have the same understanding.
- Check replacement inventory before you promise a size. If you reserve it, record when the hold starts and ends; release it when the agreed hold period ends.
- Record the returned item’s condition against the same simple checklist every time. Note relevant details and take dated photos where useful.
- Record who handed over and received each parcel. After inspection, update the buyer and your inventory record, then confirm the resolution.
How do you document returned condition fairly?
Use a consistent checklist for every return: item and size, visible wear or damage, packaging where relevant, and any details the buyer reported. Keep the record factual, and share the inspection outcome clearly. Don’t reject an item for damage without a fair, consistent record to support the decision.
What should you track for exchanges?
- Exchange reason and requested size
- Replacement availability and any stock hold
- Who pays for each delivery leg
- Return-condition notes and how the request was resolved
- Repeat purchases after the exchange
Keep customer and parcel information secure, and retain only what you need for a defined business purpose. A tidy record helps you spot recurring size issues and handle the next request with less back-and-forth.
Common size-exchange mistakes to avoid
- Leaving buyers to guess who pays for the return or replacement leg.
- Promising a replacement before checking stock.
- Holding replacement stock without recording when the hold ends.
- Using inconsistent condition checks from one customer to the next.
- Arranging each exchange from scratch instead of following a repeatable handover routine.
Ready to arrange the delivery?
With your exchange rules agreed, make the parcel handover part of a routine your team can repeat. Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Start on Send to view the options and prices that apply to your parcel.
