I love the self-service feature for returns! But what about exchanges? Customers must initiate the return and email me saying they’d like an exchange. They should be able to initiate the return and then have the option to exchange for other items. This takes up way more time than needed. I’m too small of a company to need a return app so having exchanges would make a huge difference.
I agree with @Renmishele . My client used a returns app, but we switched over to self-service returns and lost that functionality. We need to know how the customer wants to resolve the issue.
Also, we discovered today that if we initiate the return through the order page—for example, if the customer sends an email or calls, rather than starting the return themself—no notification is sent. I think it would send a label if we wanted it to, but we just need to send instructions on how to make the return.
Hi @Renmishele
Exciting news – we’ve found a solution that not only fits the bill but also comes with a free plan! 
You can try the Return Prime app, our main functionality is exchange. We’re thrilled about the potential it holds for improving our customer experience.
We totally understand the significance of having a smooth exchange process in e-commerce. It’s not just about saving money; it’s about nurturing those long-term relationships with our customers, right?
Cheers!!
Adebayo
I personally use an app called ReturnPilot. Its cheap for my store and works just like the major ones