Support guide

WooCommerce return macros: a practical playbook

Six WooCommerce return replies covering intake, approved instructions, policy review, evidence, exchanges and receipt. Use a real decision and the applicable store policy for each stage.

Updated 3 October 2026 · CaseKit team

A return is a sequence, not a single status

Separate request received, eligibility decision, instructions issued, parcel received, inspection and financial resolution. Confirm the affected item, purchase date and the policy that applies. An approved return is not proof that the refund has been issued.

Document who can approve an exception, the return address, who pays the return cost and how the customer can get help. Review applicable obligations before declining a request; a standard return window may not decide a defective-item case.

Keep exchanges and refunds distinct

Confirm replacement stock and any price difference before offering an exchange. A credit is not the same as cash returned to the original payment method. Keep the customer informed at each verified stage and avoid invented inspection or bank-processing deadlines.

Copy-paste starters

Replace every placeholder, check the condition above each reply and remove any action or estimate that is not verified. These templates do not send messages or perform order actions.

1. Request received

Use when: the return is not yet approved.

Hi {first_name},

I received the return request for {item} on order {order_number}. Please confirm {minimum_needed_detail}.

I will check the applicable policy and explain the options by {next_update_date}.

Best,
{agent_name}

2. Return approved

Use when: instructions, deadline and costs are confirmed.

Hi {first_name},

The return of {items} is approved.
Instructions: {verified_return_steps}
Deadline: {applicable_deadline}
Return costs: {approved_cost_terms}

After receipt, we will {verified_review_or_resolution_step}.

Best,
{agent_name}

3. Policy decision

Use when: an authorised reviewer has considered exceptions and applicable obligations.

Hi {first_name},

We reviewed the request for {item}. The standard return option is unavailable because {verified_policy_reason}.

{approved_alternative_or_escalation_route}
Please reply if we have missed relevant information about the problem.

Best,
{agent_name}

4. Evidence requested

Use when: the evidence is relevant and reasonable, with another option if unavailable.

Hi {first_name},

To review the issue with {item}, please send {relevant_photo_or_description} through {private_support_channel}. Cover unrelated personal information.

If you cannot provide that, let me know so we can discuss an alternative check.

Best,
{agent_name}

5. Exchange approved

Use when: the replacement and commercial terms are confirmed.

Hi {first_name},

We can offer {confirmed_replacement} in exchange for {original_item}.
Return steps: {verified_instructions}
Any price or shipping difference: {confirmed_amount_or_none}

Please confirm whether you would like to proceed.

Best,
{agent_name}

6. Return received

Use when: the return is physically recorded as received, but final resolution may be pending.

Hi {first_name},

We received the return for order {order_number} on {receipt_date}. The next step is {verified_inspection_or_resolution_step}.

I will update you by {next_update_date}. This receipt confirmation is separate from a refund confirmation.

Best,
{agent_name}