The reply to a return request sets the tone for everything after it. A clear yes tells the customer exactly what to do next, and a clear no explains the reason without starting an argument. This guide gives you five templates to copy and adapt: two approvals, one request for more information, and two denials.
Check three things before you reply
Your email should say only what your published policy supports. Look up the order first so that the dates and items in your reply are correct. If you are unsure which outcome fits, see refund, exchange or store credit.
- Delivery date: Is the request inside your return window?
- Item: Is it returnable, or is it listed as final sale?
- Reason: Change of mind, or a damaged, faulty or incorrect item?
Template: return approved
Use this for a request that is inside your policy. Give the steps in the order the customer will follow them.
- Subject: Your return is approved, order [order number]
- Body: Hi [name], thanks for getting in touch. We have approved your return of [item]. Please send it to [return address] by [date], in [condition required by your policy]. [Return shipping instructions, for example who pays or how to get a label.] Once it arrives and we have checked it, we will refund [amount] to [refund method] and email you to confirm.
Template: approved as an exchange or store credit
Use this when your policy offers an exchange or credit instead of a refund to the original payment method. Say which option applies and why.
- Subject: Your return options, order [order number]
- Body: Hi [name], thanks for your message. Under our return policy, [item] can be returned for [an exchange / store credit]. If you would like to go ahead, reply with [the size or color you want / confirmation that store credit works for you] and we will send the next steps. If neither option suits you, let us know and we will look at what else we can do.
Template: we need more information
Use this when you cannot decide yet, most often for a damage or defect claim without a photo. Ask for everything in one message so the customer only has to reply once.
- Subject: A quick question about your return, order [order number]
- Body: Hi [name], sorry to hear there is a problem with [item]. So we can sort this out quickly, please reply with [a photo of the issue / the batch or size on the label / a short description of what happened]. As soon as we have that, we will confirm the next steps.
Template: return denied
Use these only when your published policy clearly supports the decision. Name the specific reason, quote the policy, and leave one door open. Record the reason each time, including any exception, so your team gives the same answer next time. For late requests, see return requests after the return window.
- Subject: About your return request, order [order number]
- Body, outside the window: Hi [name], thank you for contacting us. Your order was delivered on [date], and our return policy covers requests made within [number] days of delivery, so we are not able to accept this return. We know that is not the answer you wanted. If the item is faulty, please send a photo and we will look at it again.
- Body, item not eligible: Hi [name], thank you for contacting us. [Item] was sold as [final sale / personalized / another exclusion in your policy], and our return policy lists these items as non-returnable, so we are not able to accept this return. You can read the full policy here: [policy link]. If the item arrived damaged or is not what you ordered, reply with a photo and we will put it right.
Doing this at scale
ReturnSage reads your full return policy plus the order and customer context, then recommends approve, exchange, store credit, deny or escalate, with a confidence score, risk flags, cited policy clauses and a draft reply. You decide with one click, and every decision is logged. See ReturnSage.