Return Request Reply Email: 6 Examples to Copy

Most return templates online skip the step that causes the most trouble: deciding before you write. Say “your refund is on its way” before you know the item is eligible, and you’ll have to send a second, harder email later. Decide first, then send the matching template.

If you answer these emails by hand every day, Relay, the AI support agent for Shopify, answers, refunds and resolves your Shopify tickets 24/7, following your rules. It also knows when to bring in your team.

Decide before you write: the return decision grid

Open the order in Shopify admin and go through these rows in order. The first one that matches tells you which reply to send.

Damaged or wrong items need a different reply, usually with no return at all. For those, use our damaged item reply guide with 5 ready emails.

Shopify keeps three things separate. A refund sends back all or part of the payment. A return gets the item back, with an optional label and tracking. An exchange sends a different item, like another size or color. Your email should name the one you are actually doing. Customers get confused when “return” and “refund” are used as if they meant the same thing.

Return request reply email template: the 6 examples

Replace the words in curly braces with the order details (the variables list is further down). Keep the structure as it is.

1. Acknowledgment: request received, don’t ship yet

Subject: Your return request for order {order_number}

Hi {first_name},

Thanks for letting us know. We’ve received your return request for the {item} from order {order_number}.

We’re checking it against our return policy now. Please don’t send anything back yet. Once it’s approved, you’ll get a prepaid label and the steps to follow, so the parcel reaches the right place.

{agent_name}, {store_name}

Why it works: the customer doesn’t ship to the wrong address or without tracking, and you haven’t promised a refund.

2. Approval: label, packing, drop-off, timeline

Subject: Return approved for order {order_number}

Hi {first_name},

Good news, your return for the {item} is approved. Here’s what to do:

1. Print the attached label.

2. Pack the item in its original packaging if you still have it.

3. Drop the parcel off at any {carrier} location within {drop_off_days} days.

Once the item reaches us and passes a quick check, we’ll refund {refund_amount} to your original payment method within {refund_days} business days.

{agent_name}, {store_name}

The refund delay has to match your written policy. If your policy says 5 business days after receipt, write 5, not “soon”.

3. Refund issued

Subject: Your refund for order {order_number} is done

Hi {first_name},

We’ve received your {item} and issued a refund of {refund_amount} to your original payment method. Depending on your bank, it can take a few days to appear on your statement.

Thanks for shopping with us.

{agent_name}, {store_name}

If the customer has replaced their card since ordering, read our guide on refunds after a new card on Shopify.

4. Polite refusal with an alternative

Subject: About your return request for order {order_number}

Hi {first_name},

Thanks for reaching out about the {item}. I checked your order: it was delivered on {delivery_date}, and our return window is {return_window} days, so this item is no longer eligible for a refund.

What I can do is offer {alternative}, valid on your next order. If the item has a defect, reply with a photo and I’ll look at it again.

{agent_name}, {store_name}

The alternative can be a discount code, store credit, or a repair tip. The reason must be a fact from the order (date, final sale, signs of use), never a judgment about the customer.

5. Exchange or store credit instead of a refund

Subject: Swap options for order {order_number}

Hi {first_name},

Happy to help you find the right fit. The {item} is available in {new_variant}. You can choose:

1. An exchange: we send you {new_variant} and you’ll get tracking by email.

2. Store credit of {credit_amount} to use whenever you like.

3. A refund to your original payment method, as per our policy.

Just reply with 1, 2 or 3.

{agent_name}, {store_name}

Only offer the exchange if the variant is in stock when you send the email. Listing the refund as option 3 keeps the reply honest. The customer still sees all three choices.

6. Partial return: some items from a multi-item order

Subject: Return approved for part of order {order_number}

Hi {first_name},

Thanks for your message. Your return is approved for {returned_items} from order {order_number}. The rest of your order isn’t affected.

Please send back only these items, using the attached label. Once they reach us and pass a quick check, we’ll refund {refund_amount} to your original payment method within {refund_days} business days.

This amount is what you paid for these items, after the discount on your order.

{agent_name}, {store_name}

This is where most refund disputes start. If the order used a discount code, the refund for one item may be less than its listed price. Check the amount on Shopify’s refund screen before you write it in the email, and name the items one by one so the customer doesn’t send back the whole box.

The variables to fill in

If you use Shopify’s self-serve returns, customers can request a return from their order status page. You decide which items are eligible and for how long. Your email templates should use the same window, word for word.

Filling in these variables for every ticket takes time. Relay is an AI support agent that understands your product, answers customer questions, takes action, and knows when to bring in your team.

What never to promise in a return reply

These are the lines that turn one ticket into three:

• A refund before the item is checked. Write “once it reaches us and passes a quick check”.
• A delay that isn’t in your policy. “Within 24 hours” in an email becomes the customer’s deadline.
• Free return shipping you don’t offer. Decide who pays first with our guide on Shopify return shipping costs.
• The full item price on a discounted order. On a partial return, the refund follows what the customer actually paid.
• Two outcomes on one ticket. A replacement and a refund for the same item means you pay twice.

How to reply to a return request politely: before and after

A polite reply is short, gives one next step, and doesn’t sound defensive.

Before: “Unfortunately, as per our policy, returns are not accepted after 30 days. We apologize for any inconvenience this may cause.”

After: “I checked your order: it was delivered 41 days ago, and our window is 30 days, so I can’t refund it. I can offer store credit instead. Want me to set it up?”

The second version gives the fact, then the decision, then an option. If the customer replies angrily, our guide on replying to a rude customer gives you the next message.

FAQ

How do you reply to a return request email?

Thank the customer and confirm the order and item. Say whether the return is approved or still being checked. Then give one clear next step, with a timeline taken from your policy. Don’t promise a refund before you know the item is eligible.

Should the customer send the item back before getting a label?

No. Ask them to wait for your approval and label. Parcels sent without one often arrive with no tracking or at the wrong address, which makes the refund harder to match to the order.

How do you politely decline a return request?

State the fact from the order (delivery date, final sale, signs of use). Say clearly that you can’t refund it. Then offer something else, such as store credit, a discount code, or a second look if there’s a defect.

Can a customer return only part of an order?

Yes, if your policy allows it. Approve only the items you name, attach one label, and refund the amount shown for those items on Shopify’s refund screen, which takes into account any discount on the order.

How long should a refund take after a return?

As long as your written policy says, counted from the day the item reaches you. Use the same number in every email, and remind the customer that their bank may take a few more days to show it.

Relay answers, refunds and resolves your Shopify tickets 24/7, following your rules. Most AI support tools reply. Relay resolves.