When someone asks to return an item, they want one thing: a clear yes and the steps to do it. This template confirms eligibility, hands over the label, and tells them exactly what happens to their money.
Your return for order [order number]
Hi [first name], Happy to help you return the [item name]. Your order qualifies under our [number]-day return policy. Here's how to send it back: 1. Pack the item in its original packaging if you still have it. 2. Print the prepaid return label attached to this email. 3. Drop it off at any [carrier] location. Once it reaches us and passes a quick check, I'll refund [amount] to your original payment method. That usually takes [timeframe] to land after we receive the item. If you'd rather exchange it for something else, let me know and I'll set that up instead. Thanks for giving us the chance to make this right. Best, [Your name] [Company]
A customer has asked to return an item and you've confirmed it's eligible
You want to send the return steps and label in one clear message
You want to set the refund timing before they ask
Confirm eligibility up front so they don't worry it'll be rejected
Number the return steps so nothing gets missed
Tell them when the refund lands instead of leaving it vague
Offer an exchange as an alternative in case they still want the product
Save this as a saved reply in Selvo's shared inbox, and your whole team sends it in two keystrokes, with assignments, internal notes, and no two agents answering the same email twice.
See how Selvo Shared Inbox worksA refund email should remove every ounce of doubt: how much, back to where, and when. This template confirms all three and leaves the customer feeling taken care of rather than processed.
An exchange should feel like an easy swap, not a second purchase. This template confirms the new item, explains how the exchange works, and tells the customer when their replacement will arrive.
A customer who opened a damaged box is already let down, so the reply has to fix it fast, not interrogate them. This template apologizes, offers an immediate replacement or refund, and keeps the only ask (a quick photo) as light as possible.
Saying no to a discount doesn't have to feel like a door closing. This template declines warmly, reminds the customer what they're getting, and points them to a real alternative so the conversation stays positive.
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