Reply: Return Approved, Label and Instructions

Before you send

• Return window and conditions checked (unused, tags on, original packaging, exclusions)
• Who pays return shipping, per policy
• Return label or return reference created in the system
• Refund or exchange timing after receipt confirmed
• Every other question in the message noted

The flow

1. Personal line and approval

You: Hi (CUSTOMER FIRST NAME), No problem at all. Your return for the (PRODUCT) is approved.

2. Three simple steps

You: Here's how to send it back:

1. Pack the (PRODUCT) in its original box, or any sturdy box, with tags attached.
2. Print the prepaid label (attached) and stick it on the box. Your return reference is (RETURN REFERENCE).
3. Drop it at any (CARRIER) location within (NUMBER) days. Keep your drop-off receipt.

Why it works: numbered, short steps are easy to follow on a phone.

3. What happens next and when

You: Once it reaches us (usually (NUMBER) business days after drop-off), I'll refund (AMOUNT) to your card ending in (LAST FOUR DIGITS). You'll get an email when that's done, and banks usually show refunds within 5 to 10 business days. Best, (YOUR NAME)

If they want an exchange instead

You: I've set this up as an exchange for (NEW SIZE OR COLOR). (If in stock and policy allows:) I've reserved it, and it ships as soon as your return is scanned by the carrier.

If the customer pays return shipping

You: Return shipping isn't covered for (REASON PER POLICY), so please send it with any tracked service you prefer to: (RETURN ADDRESS). Add your reference (RETURN REFERENCE) inside the box.

Be clear and polite. Never hide costs.

If they cannot print a label

You: No printer, no problem. (If available:) Show this QR code at the drop-off point and they'll print it for you: (QR CODE OR LINK).

Objections and tricky replies

Customer says	You reply
"Can someone pick it up?"	Offer pickup if the client's carrier option allows it; otherwise list the nearest drop-off option type.
"Why do I have to wait for the refund until you receive it?"	"We check returns when they arrive, then refund the same day. Your drop-off receipt protects you if anything goes missing on the way." (If the matrix allows instant refunds for trusted customers, follow it.)
"I lost the original box."	"Any sturdy box works, as long as the item is protected."

After you send

Internal note:

Issue: return request. Checked: within window, condition per customer. Done: return (RETURN REFERENCE) and label sent. Promised: refund on receipt. Next: check receipt by (DATE).

Tags: return, reason tag. Status: Pending (waiting for the customer to ship), then On-hold until received. Set a reminder.

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