Return‑to‑sender (RTS) is the ticket nobody wants: it’s expensive, it takes time, and customers usually message when they’re already annoyed. The good news: a simple, consistent workflow prevents 80% of the back‑and‑forth.

This playbook works for Shopify and WooCommerce. Use it to decide reship vs refund, request the right confirmation once, and keep your tone calm.

RTS decision tree (use this before replying)

1. Confirm it’s really RTS. Check tracking: “Return to sender”, “Refused”, “Undeliverable”, “Unclaimed”, “Insufficient address”.
2. Identify the reason. Wrong address? Customer refused? Customs fees? Carrier mistake?
3. Decide your resolution. Reship (to corrected address) or refund (when it arrives back).
4. Set one expectation. “We can refund after it returns to our warehouse” or “We can reship once it’s back / once address is confirmed”.

Return‑to‑sender templates (copy‑paste)

Replace placeholders like {order_ref} and {tracking_link}. If you use a helpdesk, save these as macros under a single folder like Shipping • RTS.

1) Proactive message when tracking shows RTS started

Hi {first_name},

Quick heads up — tracking for order {order_ref} shows the shipment is being returned to sender.

Tracking: {tracking_link}
Status: {tracking_status}

To resolve this fast, can you confirm:
1) The correct delivery address
2) Whether you want a reshipment or a refund

Once you reply, we’ll take the next step immediately.

Best,
{agent_name}

2) RTS due to incorrect / incomplete address (confirm policy + next step)

Hi {first_name},

Thanks — I checked the tracking for order {order_ref}.
It’s returning to sender due to an address issue (“{rts_reason}”).

Here’s what we can do:
• Reship to the corrected address once the package is back with us
• Or refund once it returns (minus the original shipping fee, per our policy)

Please confirm your preferred option + the corrected address:
{corrected_address}

Best,
{agent_name}

3) RTS due to carrier error (reassure + free reship)

Hi {first_name},

Thanks for the details — you’re right to flag this.
Order {order_ref} is returning to sender due to a carrier issue (“{rts_reason}”), not something you did.

We’ll reship it at no cost as soon as it’s back with us.
Please confirm the best delivery address and phone number:

{corrected_address}
{phone_number}

Best,
{agent_name}

4) Customer wants a refund immediately (set a clean boundary)

Hi {first_name},

I can absolutely help — here’s the only limitation:
we can issue the refund as soon as the package is returned and checked in at our warehouse.

Tracking: {tracking_link}

Once it’s received, we’ll process the refund within {refund_processing_time}.
I’ll keep an eye on the tracking and update you when it arrives.

Best,
{agent_name}

5) Refund confirmation (after RTS received)

Hi {first_name},

Update: we received the returned package for order {order_ref}.

I processed your refund now:
Refund amount: {refund_amount}
Timeline: {refund_timeline}

If you’d rather have a reshipment instead, reply here and we’ll arrange it.

Best,
{agent_name}

6) Reshipment confirmation (new tracking)

Hi {first_name},

All set — we arranged a reshipment for order {order_ref} ✅

New tracking: {new_tracking_link}
Shipping address: {confirmed_address}

If you need to change anything, reply quickly and we’ll do our best before it leaves our warehouse.

Best,
{agent_name}

What to log internally (so the next agent doesn’t guess)

• RTS reason from tracking (copy exact wording)
• Customer’s confirmed address + phone
• Resolution choice (reship vs refund) + any fees you applied
• Next action date (example: “refund when warehouse receives RTS”)

Make RTS replies faster with Casekit (free)

RTS tickets are easiest when you can paste a clean order summary + tracking in one go. The free Casekit Chrome extension lives inside Shopify/WooCommerce order pages and helps you copy customer + order details in one click — perfect for “RTS started” updates.

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Related guides

• Shopify order edits & address changes — reduce RTS by catching address fixes early.
• WooCommerce address change workflow — templates for “change my shipping address”.
• Shipping reply templates — investigations, delays, replacements.
• Delivered but not received (DNR) workflow — what to do when tracking says delivered.
• International shipping & customs templates — duties, customs holds, returns.