Add to Chrome
Return and refund email templates for ecommerce support
Return and refund email templates included in Casekit Pro (ready to use and editable). Reduce back-and-forth for return approvals, exchanges, refund timelines, photo requests and policy explanations.
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}
One‑time payment, lifetime license. Includes Returns + Shipping templates and checklists.
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.
Partial refund & goodwill credit templates
Clear wording for partial refunds and store credit (fewer “where’s my refund?” follow‑ups).
Damaged item templates
Photo checklist + replacement/refund replies that stay calm.
Wrong item / missing item templates
Edge‑case replies that reduce back‑and‑forth and protect CSAT.
Cancellation macros
Partial cancels, out‑of‑stock options, and clean refund wording.
Help Scout saved replies
Saved‑reply structure + templates for returns, refunds and exceptions.