Plans: Premium and above | Platforms: Shopify
Overview
AfterShip Returns has launched a new feature, AI Exchange, that automatically recommends the most relevant variant or replacement product, so shoppers can exchange without browsing your product catalogue.
When a shopper starts a return and selects a return reason, AI Exchange uses machine learning models to analyze the reason and surfaces a personalized recommendation before they reach the resolution page. This creates a smoother return experience for shoppers and helps you increase the exchange rate and reduce refunds.
How to enable AI Exchange?
Log in to your AfterShip Returns admin account.
Navigate to Return policy > click Refunds and exchanges.
In the Exchanges section, locate the AI Exchange.
Turn on the AI Exchange toggle.
Select a checkout method for AI Exchange.
Note:
AI Exchange is enabled only after you turn on the feature and select a checkout method.
The AI Exchange is available only for stores using item-level resolutions on the Premium plan or higher, including Enterprise.
Shopper’s experience
AI Exchange appears immediately after a shopper selects their return reason during the return process. At that point, machine learning models analyze the shopper's selected return reason and any comments they provide to recommend the most relevant variant or replacement product before they reach the resolution page.
Here's what happens:
The shopper selects a return reason (for example, ‘Too small’ or ‘Wrong colour’).
AI analyzes the shopper's return reason to determine the most relevant recommendation.
A personalized recommendation will be displayed.
The shopper can confirm the recommended exchange or decline it and continue with the standard return flow.
Example scenarios
AI Exchange feature is especially useful when returns are commonly driven by sizing, fit, or colour preferences. Here are some examples to understand better:
Size issue
A shopper purchases a dress in Size S but finds it too small.After selecting
Too smallas the return reason, AI Exchange recommends a larger size, allowing the shopper to confirm the exchange in a single step.Damaged items
A shopper receives a pair of shoes with a broken sole and selects
Item arrived damaged.AI Exchange recognizes this as a replacement request and recommends the same product variant as a replacement.
Demo video
FAQs
1. Do I need to set up AI Exchange again if I'm already using it?
No. If AI Exchange is already enabled for your store, it remains active automatically. You don't need to take any additional action.
2. Which plans and platforms support AI Exchange?
AI Exchange is available for Shopify stores on the Premium plan or higher, including Enterprise, that use ‘item-level resolutions’.
3. What happens if AI Exchange recommends the wrong variant?
The AI recommendation is only a default suggested replacement, not a final selection. Shoppers can review the recommended variant and choose a different eligible variant before submitting their exchange request.
4. What happens if a shopper declines the AI recommendation?
If a shopper declines the AI Exchange recommendation, they continue with the standard return flow and can choose any other available resolution, such as a refund, store credit, or another exchange option.
5. What if the AI-recommended variant is out of stock?
AI Exchange only recommends in-stock variants. If no suitable in-stock variant is available, shoppers continue through the standard return flow without receiving a recommendation.
6. Will AI Exchange recommend a replacement for every return request?
No. AI Exchange only shows a recommendation when it identifies a strong match based on the shopper's return reason. If no suitable recommendation is available, the shopper continues through the standard return flow. This helps ensure shoppers only see relevant recommendations.
If you have any related queries, please contact our chat support team or reach out to us at [email protected].