Title: 

• Help the customer return an item

Content: 

Step 1: Understand the reason for the return

Start by asking questions on why the customer is looking to return the item:
    •    “Can you let me know why you’re returning the item?”
    •    “Was it the wrong size, defective, or just not what you expected?”

This helps determine if customers request is a valid return, or just a simple question.

Step 2: Ask for order details

Once you understand the reason we will need to gather the customers order details. This helps determine if the return is eligible under policy.

Ask the customer if they can provide their order details:

“Can you share your order number or the email used at checkout? I’ll then confirm if you are eligible for a return and help with getting the return process started for you.”

If they don’t know their order number or email address used as checkout, ask the customer for the following information:

• Their full name
• Product description, product code, the website link to the item, or to send through a picture of the product.
• Date purchased, or approximate date if they are not sure.
• If they have a copy of the receipt, could they provide a copy for proof of purchase.

Step 3: Share return policy and next steps

Once you’ve confirmed eligibility let the customer know:

“We accept returns within 30 days of delivery. I’ll now email you a prepaid return label. Once we receive the item, we’ll process your return within 3–5 business days.”

If the order is not eligible for a return, let the customer know: 

“I’ve looked into your order, and unfortunately, the item isn’t eligible for return as it falls outside our 30-day return window. Our policy allows returns within 30 days of delivery. However, as a gesture of goodwill, we’d love to offer you 25% off your next order. Simply use the code LOVE25 at checkout.”

If the product is damaged:

“Please attach a clear photo of the issue, including the product and packaging. That will help speed things up.”

Step 4: Set expectations and close

Wrap up by confirming:
    •    They’ll receive the label in their email
    •    The timing for either the replacement being shipped, or a refund being processed.
    •    Any exclusions (e.g., final sale items not eligible)

“Let me know if you need help printing the label. I’ll be here if you have more questions!”