Is the returns template library included in Pro?

Yes. The Returns templates are included in Casekit Pro (along with the Shipping templates).

Can I edit the templates?

Yes. In Pro you can edit the macros and the checklist to match your policy and tone.

Do templates send order data to Casekit?

No. Casekit is local‑first and doesn’t send order content to a Casekit server.

Casekit Returns templates

Returns templates

Returns templates included in Casekit Pro (ready to use and editable). Reduce back‑and‑forth and keep replies consistent across agents.

Eligibility + deadlines

Exchanges

Refund expectations

Photo requests

Go Pro (includes Returns + Shipping) See Shipping templates

Included in Casekit Pro. Works with WooCommerce & Shopify admin workflows (copy/paste to your helpdesk).

Common situations covered

Return approved (steps + deadline)
Return received (processing timeline)
Not eligible (return window passed)
Policy exclusions
Exchange flow (size/color)
Store credit vs refund

Short example

Hi {first_name},

Your order {order_ref} is eligible for a return until {return_deadline}.

Next steps:
1) Pack the item(s) securely
2) Include your order reference {order_ref}
3) Ship to the return address below…

Best,
{agent_name}

Get Casekit Pro
One‑time payment, lifetime license. Includes Returns + Shipping templates and checklists.

Buy Pro (99$ lifetime)

Related returns guides

Extra templates and playbooks for returns, exchanges, refunds and common exceptions (damage, missing/wrong items).

Returns macros playbook

Approvals, deadlines, exchanges and refunds — a practical return workflow.

Returns

Partial refund & goodwill credit templates

Clear wording for partial refunds and store credit (fewer “where’s my refund?” follow‑ups).

Refunds

Damaged item templates

Photo checklist + replacement/refund replies that stay calm.

Damage

Wrong item / missing item templates

Edge‑case replies that reduce back‑and‑forth and protect CSAT.

Exceptions

Cancellation macros

Partial cancels, out‑of‑stock options, and clean refund wording.

Cancellations

Help Scout saved replies

Saved‑reply structure + templates for returns, refunds and exceptions.

Helpdesk