Product Return Response Templates
Product return response email templates to approve returns, offer goodwill exceptions, handle final-sale denials, exchanges, and confirm refunds. Use the variants as they are, fill in the placeholders, or download the editable Word file.
Made by Anatolii Ulitovskyi 
Fact-checked by RH Fardin Updated 1. Return approved plus instructions
When to useUse this when a return request is approved and you are sending clear instructions to complete it.
Subject
Your return for order order number is approved
Hi customer name,
Good news -- your return for item on order order number is approved. Here is exactly how to send it back.
First, pack the item in its original packaging if you still have it. Second, print the prepaid label attached to this email and tape it to the box. Third, drop it at any carrier location that is convenient for you.
Once it reaches us, your refund will be issued within timeframe. That is it -- no extra forms or approvals needed. If anything about the label does not work, just reply and I will send a fresh one.
Best,
your name, company name
2. Return outside window (goodwill)
When to useUse this when the return is late by policy but you are making a goodwill exception this once.
Subject
About your return for order order number
Hi customer name,
Thanks for reaching out about returning item from order order number. This request came in a little past our usual return window, but I am happy to make an exception for you this time.
I have attached a prepaid return label -- print it, tape it to the box, and drop it at any carrier location. Once the item reaches us, your refund goes out within timeframe.
Just so you know for next time, our standard window is shorter, so I would not want you to count on a late return always working. But today, consider it handled. Reply if you need anything.
Best,
your name, company name
3. Return denied (final sale)
When to useUse this when an item was final sale and you must decline the return while staying respectful.
Subject
About your return request for order order number
Hi customer name,
Thank you for reaching out. I looked into returning item from order order number, and I am sorry to say we are not able to accept it. This item was sold as final sale, which was noted on the product page and at checkout.
I know that is not the answer you were hoping for, and I do not want to leave you empty-handed. If the item arrived damaged or faulty, that is a different situation and I will absolutely make it right, so tell me if that is the case.
Otherwise, I am glad to share care tips or usage help to get the most out of it. Just reply and I will do what I can.
Best,
your name, company name
4. Exchange instead of return
When to useUse this when the customer wants a different size or item and an exchange beats a refund for both sides.
Subject
Setting up your exchange for order order number
Hi customer name,
Happy to set up an exchange on order order number. To make sure I get it exactly right, here is what I have: you are sending back original item and you would like new item instead.
If that is correct, I will ship new item and include a prepaid label for the original. It should reach you within timeframe, and there is no price difference to sort out on a straight swap.
Just reply to confirm and I will get it moving today. If I have any detail wrong, tell me and I will fix it before anything ships so we get it right the first time.
Best,
your name, company name
5. Damaged-item return
When to useUse this when a customer reports a damaged or faulty item and you want to resolve it without hassle.
Subject
Sorry your item arrived damaged -- let us fix it
Hi customer name,
I am sorry your item from order order number arrived damaged. That is not the condition anything should reach you in, and I want to make it right quickly.
You do not need to ship the damaged item back. If you can reply with a quick photo of the damage, that helps us improve on our end, but it will not hold anything up. I can send a replacement or issue a full refund -- your choice.
Whichever you prefer, expect it resolved within timeframe. Just let me know which way you want to go and I will take care of the rest.
Best,
your name, company name
6. Return received plus refund confirmation
When to useUse this when a returned item reaches your warehouse and you are confirming the refund is on its way.
Subject
We got your return -- refund on the way for order order number
Hi customer name,
Just confirming we received your returned item from order order number. Thanks for sending it back so promptly.
Your refund of amount is now processing and will go back to your original payment method within timeframe, depending on your bank. You do not need to do anything else.
That closes this out on our side, and there is nothing further you need to do. If the refund does not appear as described, or if the amount looks off when it finally lands in your account, just reply to this email and I will look into it for you right away.
Best,
your name, company name
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How to use
How to use this template
- 1
Pick the closest variant. Choose by the situation, not only by the channel.
- 2
Replace every placeholder in brackets. If you cannot fill one, ask the customer one short question first.
- 3
Save the final wording where your team works: your CRM, your help desk, or saved replies and the knowledge base in CRMsoftware.pro.
- 4
Review the results every week. Drop the variants that confuse people and improve the ones that work.
FAQ
Frequently asked questions
Can I use these templates commercially?
Yes. Copy, edit, and use them in your business, client work, CRM, help desk, or CRMsoftware.pro workspace.
How do I approve a product return by email?
Lead with the approval so there is no doubt, then give numbered steps: how to pack it, where to find the prepaid label, and where to drop it off. Close with the refund timeframe once the item arrives. Keeping the instructions short and sequential means the customer can finish the return without writing back.
How do I decline a return without upsetting the customer?
Say no clearly and early, and point to where the terms were shown, such as a final-sale note at checkout. Acknowledge the disappointment honestly, then offer any help you genuinely can, like a fix for a damaged item or usage tips. A respectful, definite no beats a vague maybe that raises false hope.
Should I ask customers to return a damaged item?
Usually no. For most damaged or defective items, a quick photo is enough to confirm the problem and resolve it, and demanding the item back slows the fix and signals distrust. Offer a replacement or full refund, let the customer choose, and reserve return requests for high-value cases where inspection truly matters.
When should I offer an exchange instead of a refund?
Offer an exchange when the customer really wants a different size, color, or item rather than their money back. It keeps the sale and often solves the problem better. Always confirm the exact replacement and any price difference in writing first, so the swap does not repeat the original mistake.
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