Industry · Clothing and apparel
Support for clothing brands, from size swaps to returns.
Fit questions before the order and size swaps after it. Answer both with the order beside the email, and send the replacement from the ticket.
LCLiam Chen
Love the jacket but it runs small. Can I swap it for a large?
A rule tagged it exchange and assigned Returns
ARAna RuizMacro: Size exchange
Of course, Liam. A large is on its way today. Our returns article, linked below, covers sending the medium back.
Sent from your support address
Illustration of the helpdesk with a made-up store. Every name, order and number is invented.
Questions this covers
- “Does this run small?”
- “Can I swap for another size?”
- “When will it ship?”
- “How do I return it?”
How it works
From the customer's email to the answer
Three steps, each one a part of the helpdesk that works today.
- 1
Exchanges go to the right people
Rules tag tickets that ask about sizes or swaps and hand them to whoever handles exchanges.
Tag shipping questionsWhenA ticket is createdIfChannelisemailandMessagecontains any ofwhere istrackinghasn't arrivedThenAdd tag: shippingAssign team: OrdersSet priority: highRecent runs
- #41829:41Tagged, assigned to Orders
- #4176Tue 16:02Tagged, assigned to Orders
- #4169Tue 11:18Tagged, assigned to Orders
- 2
Send the new size from the ticket
Send a replacement or duplicate the order as a draft with the new size, confirmed before it runs.
PRPriya Raman
priya.r@example.com
Orders
#1038Oct 26$20.00Stoneware mug × 1 · Delivered
#1042Oct 29$64.00In transit
RefundReplacementCancelRefund #1038
Nothing has changed yet
- Stoneware mug × 1
- $20.00
- Refund to card
- $20.00
Refund $20.00ConfirmAn internal note records what ran, and who ran it.
- 3
Size guides in the help center
Publish fit and returns articles, and link them in replies from the composer.
Demo Store HelpHow can we help?
return a giftOrders and shipping
6 articles
Returns and exchanges
4 articles
Products and care
5 articles
Your account
3 articles
Contact usStill need help?
Send us a message and we'll answer by email.
Powered by Growth Dept Helpdesk
The parts of the helpdesk doing the work
Order actions
Refund, cancel, replace or change the address from the ticket. Learn more
Rules
Tag and route new tickets before anyone opens them. Learn more
Help center
Articles customers find before they write in. Learn more
Macros
Saved replies with the order number and tracking link filled in. Learn more