How to reply to a refund or return request

Before you reply

Open the order and your returns policy. You need three facts: when it was delivered, what your policy allows, and where the customer lives — because in the EU and the UK the law sets a floor your policy can't go below. Words in {{braces}} are blanks: fill each one from the order or your policy, never from memory.

Return accepted, inside your window

Check the order date and your returns policy, then say exactly how to send it back.

Hi {{first_name}},

Of course — you can return order {{order_number}}. {{how_to_return}}

As soon as it reaches us, I'll refund {{refund_method}}. You'll get an email when it's done.

{{your_name}}

Refund on its way

Check the refund in your store's admin before you say it's done.

Hi {{first_name}},

Your return has arrived, and I've refunded {{refund_amount}} to {{refund_method}} today.

Banks usually take a few working days to show it. If it isn't there by {{check_by_date}}, reply here and I'll chase it.

{{your_name}}

Outside your returns window

Check the law first: a customer in the EU or UK may still have rights your policy doesn't mention (see below). Offer what you can.

Hi {{first_name}},

Thanks for getting in touch. Order {{order_number}} was delivered on {{delivery_date}}, which is outside our {{return_window}} returns window.

{{what_you_can_offer}}

If something is wrong with the item itself, tell me what happened and I'll look at it straight away.

{{your_name}}

The legal floor

European Union

Someone who buys online can cancel "within 14 days without providing any justification"; for goods, 14 days from delivery. Within that period the customer pays the return postage, unless the seller offered to pay or didn't tell them about the cost before they bought. Returning defective goods is the seller's cost. (Your Europe, the EU's official guide.)

United Kingdom

A store must offer a full refund if an item is faulty or not as described. For online orders, the customer has 14 days from receiving the item to cancel and another 14 to send it back, and the store must refund "within 14 days of receiving the item back", with no fees deducted unless the item was used or damaged. Telling customers they have fewer rights than this is illegal. (GOV.UK.)

United States

There is no general federal right to return something bought online; your returns policy sets the terms. Say clearly what it is, and keep to it.

When AI drafts the reply

A refund reply is where an AI's confidence costs money: it will happily promise a refund your policy doesn't offer. Corresso drafts refund replies from your approved returns policy, and a rule holds any draft that offers a refund or replacement without citing a document allowed to offer one. Order details are blanks the person sending fills from the order. Is it safe to let AI answer customer emails?