Return request reply template
Use this template when a customer asks to return an item, exchange a product, request a return label, or confirm whether an order is still within the return window. The reply should explain the policy result, the next return step, and any inspection or refund timing without overpromising.
Template
Hi [Name], Thank you for contacting us about the return for [item/order]. Based on the current order details, [return is available / return is not available / exchange can be reviewed / return window needs review]. If the return is available, the next step is [return label / return portal / packing instruction / support follow-up]. Please include [required item condition or order detail] and do not include private payment details in this message. Once the item is received and checked, we will send the next confirmed update about [refund, exchange, store credit, or replacement] by [time or processing window].
Short version
We can review the return for [item/order]. The next step is [return portal / label / support follow-up]. After the item is received and checked, we will confirm the available refund, exchange, store credit, or replacement option.
Before sending
- Confirm the return window, item condition, final sale status, and order date before promising a return.
- Separate a return approval from a refund approval if inspection is required.
- Use exact policy language for return labels, shipping costs, restocking fees, or exchange limits.
- Do not ask for card details, passwords, or private account notes in the return reply.
A return request reply should make the next step clear while keeping refund, exchange, and inspection outcomes tied to confirmed policy.