Product Exchange Request template
An exchange is not a refund — the customer wants the product, just a different one. This form asks which item, why, and what they want instead, then uses two complementary rules so only the relevant follow-up appears: a size-or-color question for same-item swaps, and a different-item question for everything else. Condition, photos, and a shipping address complete the record so a replacement can be reserved before the original comes back.
13 questions · works on the free plan (500 responses/month) · fully customizable
- 2 built-in logic rules
- File upload question
What’s inside
The questions this template ships with — rename, reorder, or delete any of them in the builder.
When to use this template
- An apparel or footwear brand where wrong size is the single most common return reason
- A jewelry or homeware seller handling color and finish swaps that never needed to become refunds
- A store that reserves the replacement while the original is in transit and needs the details up front
- Any shop trying to convert refunds into exchanges by making the exchange path the easier one
Tips to get more from it
- The two follow-up questions use paired rules: choosing "A different item altogether" skips the size-or-color question, and filling in the size-or-color question skips the different-item question. Whichever path the customer takes, they answer exactly one.
- The condition question is four options from tags-attached to worn or washed, which decides eligibility without a judgment call from your team. Edit the options to match your published exchange policy.
- The 30-day unworn window lives in the welcome screen text. Change it there and it is the first thing every customer reads, which heads off the requests you would only have to decline.
- Exchanges preserve revenue that a refund gives back. Keeping the shipping address in the form means a replacement can go out the moment the return scans, rather than after another email exchange.
Questions people ask
How is an exchange form different from a refund form?
A refund form ends with money back. An exchange form has to capture what the customer wants instead — a different size, a different color, or a different product entirely — plus the shipping address for the replacement. This template branches to ask only the relevant version of that question.
Can I require photos for damaged items?
The photo field is included with a description saying it is required for damaged items. To enforce it, make the field required, or add a rule keyed to the reason question if you only want it mandatory for damage claims.
Does the form print a return label?
No — it collects the request, and the confirmation screen tells the customer a prepaid label is coming. You generate the label in your own shipping tool using the details the form captured.
Is this template free?
Yes. File uploads, address fields, and conditional logic all work on Zunoform's free plan, with unlimited forms and 500 responses per month.
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