Guides / Shopify support
Shopify return policy questions: reply templates
Answer a return policy question with the rule, whether this order qualifies and the exact next step. Quote the policy line you're applying so the customer can see the reason, then give the return address or portal link.
Quote the policy line you're using
Copy the sentence from your published return policy and put it in the reply. The customer can check it against the page they read at checkout, and you don't have to paraphrase a rule that was already written down.
If the policy has several parts, quote only the part that decides this request. A long quote makes the email harder to read and invites an argument about a clause that doesn't apply. If the page was updated after the order, say which version applied on the order date and link the current page.
Say whether this order qualifies
Apply the rule to the order in one sentence. Give the delivery date and the item condition, plus the number of days that have passed. Then say 'this one qualifies' or 'this one doesn't, because it falls outside the window' and stop.
If the item is outside the window but the customer has a strong reason, don't promise an exception in the email. Pass it to the owner with the facts and tell the customer when they'll hear back.
Explain the cost and the next step
Say who pays the return postage and how the refund is paid. If the customer needs a label, give the link or the address in the same email. If you need a photo or a condition check first, ask for that one thing.
When you send an exchange, say whether the replacement ships when the return is scanned or when it arrives. The difference matters to a customer who is waiting, and it decides whether they write again. If the answer depends on stock, give the date you will know.
Copy-paste reply templates
Return within the window
Hi [first name],
Yes, [order number] can be returned. Our policy allows a return within [number] days of delivery, and yours arrived on [date].
Use this link for a prepaid label: [return link]. Send the item back in its original packaging and I'll refund [amount] when the carrier scans it.
Thanks,
[your name]
Return outside the window
Hi [first name],
I can't accept a return on [order number]. Our policy sets a [number]-day window from delivery, and this one was delivered on [date].
If the item is faulty, reply with a photo and I'll look at it under the warranty instead.
Thanks,
[your name]
Exchange instead of a refund
Hi [first name],
Yes, I can exchange [item] for [replacement]. Our return policy covers it because it arrived on [date] and is unused.
Send it back with this label: [return link]. Tell me the size or colour you want and I'll post the replacement when the parcel is scanned.
Thanks,
[your name]
When to escalate to the owner
- A refund above the amount you set as the inbox cap.
- A request to bend the published return window.
- A claim that the item is unsafe or caused an injury.
- A legal threat or a chargeback warning.
- A customer who has returned the same item more than once.
We answer these emails for you. 7-day pilot $149, then $1,100 a month.
Pay $149 and start the pilotOr read about the $1,100 monthly plan.