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Step 1: Understand the reason for the return

Begin by asking the customer why they want to return the item:
    •    “Could you tell me why you’re returning the item?”
    •    “Was it the wrong size, faulty, or not quite what you expected?”

This helps to understand if the return is valid or if they just have a question.

Step 2: Ask for order details

Once you know the reason, ask for the customer's order details to check if the return is eligible under our policy.

You can ask:

“Could you please provide your order number or the email used at checkout? I’ll then check if the return is eligible and help you get the process started.”

If they don’t have their order number or email, ask for:

• Their full name
• A description of the product, product code, a link to the item on the website, or a photo of the product
• The purchase date, or an approximate date if they’re unsure
• A copy of the receipt, if they have it, as proof of purchase

Step 3: Share return policy and next steps

After confirming eligibility, let the customer know:

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

If the return isn’t eligible, you can say:

“I’ve checked your order, and unfortunately, it’s outside our 30-day return period. However, as a goodwill gesture, we’d like to offer you 25% off your next order. Just use the code LOVE25 at checkout.”

If the product is damaged:

“Please send a clear photo showing the issue, including the product and packaging. This will help us resolve things faster.”

Step 4: Set expectations and close

Finish by confirming:
    •    They’ll get the return label via email
    •    The timeframe for their replacement or refund
    •    Any exclusions, like final sale items not being eligible

“Let me know if you need any help printing the label. I’m here if you have any other questions!”