Return and refund email templates for ecommerce support
Free return and refund email starters for ecommerce support. These templates cover the conversation from a request to the verified resolution; they are not an additional paid template pack.
Updated 3 October 2026 · CaseKit team
Choose the right stage of the return
Acknowledge a new request without approving it automatically. Confirm the customer, affected items, policy, return costs and any authorised exception. Distinguish a return approval from a refund approval, a parcel receipt from inspection, and a store refund record from a successful provider refund.
Explain the next step in plain language. Give a realistic update date that the team can meet, rather than a promised bank posting date. Templates support your policy and applicable obligations; they do not replace either.
Make the instructions complete
- State which items are approved and the required return reference.
- Use the verified return address or secure label process.
- Explain costs, deadline and packaging requirements that actually apply.
- Say what happens after receipt and who can answer questions.
- Remove unused placeholders and unavailable resolution options.
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.
Return request acknowledgement
Use when: eligibility has not yet been decided.
Hi {first_name},
I received your return request for {item} on order {order_number}. Please confirm {minimum_needed_detail}.
I will review the applicable policy and explain the available next steps by {next_update_date}.
Best,
{agent_name}Approved return instructions
Use when: the return is approved and the actual terms are checked.
Hi {first_name},
Your return of {items} on order {order_number} is approved.
Reference: {return_reference}
Instructions: {verified_return_steps}
Costs and deadline: {applicable_terms}
After receipt: {verified_next_stage}
Best,
{agent_name}Return received
Use when: physical receipt is verified, with inspection still pending if applicable.
Hi {first_name},
We received your returned {items} on {receipt_date}. We are now {verified_next_stage}.
I will update you by {next_update_date}. A refund will be confirmed separately when its payment status is verified.
Best,
{agent_name}Request outside standard policy
Use when: the decision has been reviewed for exceptions and applicable obligations.
Hi {first_name},
We reviewed your request against {applicable_policy_detail}. The standard return option is unavailable because {verified_reason}.
{approved_alternative_or_review_route}
Please let us know if there are additional details about the issue we should consider.
Best,
{agent_name}Exchange option
Use when: stock and terms are approved.
Hi {first_name},
We can offer {confirmed_replacement} in exchange for {original_item}.
Return steps: {verified_instructions}
Cost difference: {verified_amount_or_none}
Please confirm whether you would like this option.
Best,
{agent_name}Refund confirmed
Use when: a successful provider refund is verified.
Hi {first_name},
The payment record confirms a refund of {amount_and_currency} for order {order_number} on {date}, to {payment_method}.
{verified_provider_processing_estimate}
Please reply if you need help checking it after that estimate.
Best,
{agent_name}