Exchanges - How to complete transaction as a seller

[brownlytle]

Customer purchased a top in the wrong size and would like to exchange it for another top.

What should I communicate with the customer?  

How does she return the top to me?

Who pays for postage?

Can I give her a straight exchange item for item or does she have to submit it as a return and purchase the new item?

Thanks in advance for suggestions.

[kensgiftshop · Accepted solution]

@brownlytle 

Since you offer free returns, you pay the return shipping.

Have the buyer file for a return.

Once the item is returned, refund, then they can purchase the correct size.