A customer requesting an exchange is deciding whether to buy again. Fast and clear service via WhatsApp turns a problem into trust.
In this article
Why exchange is a decisive moment
A customer requesting an exchange is frustrated and testing the store. If service is difficult, they won’t buy again and may complain publicly. If it’s fast and kind, they trust more than before.
In e-commerce, exchange is part of the sale. Planning this service on WhatsApp reduces costs and protects reputation.
Clear policy
Deadlines, product conditions, and who pays shipping. Publish on the website and send in the conversation.
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It takes 20 seconds. Prefer to talk directly on WhatsApp?
Right of withdrawal
Online purchases have a legal withdrawal period. Respect it.
First response
Welcome the customer, apologize for the inconvenience, and explain the next step.
Photos
Request photos of the product and the label to speed up analysis.
Reverse logistics
Send the shipping code or arrange pickup via conversation.
Offer exchange for another item
A different size or model can keep the sale.
Clear deadlines
Tell when the new product arrives or when the refund will be processed.
Record the reason
Exchange reasons reveal issues with size, description, or quality.
Ready message
"Hi, Juliana! I’m sorry the sneakers didn’t fit. I’m sending you the free shipping code now. Would you like to exchange for 38 or prefer a refund?"
Common mistakes
Delaying, complicating the process, and not recording reasons.
Frequently asked questions
What is the return period for online purchases in Brazil?
According to the Consumer Defense Code, purchases made outside the establishment, such as online, have a right of withdrawal within 7 days from receipt.
The bottleneck is almost never the team. It’s the time until the first response.
VeyloCRM responds to leads instantly in your own language, organizes each conversation in the CRM, and keeps ready messages at the team’s fingertips — on WhatsApp, Instagram, and Messenger.