How do you politely decline a return request?

Thank them, give the date the window closed, and say no once without hedging. Then offer the one thing you can do, such as a warranty check for a faulty item.

Should we make an exception for a late return?

Decide the rule in advance, such as gifts or holiday orders, and apply it every time. Exceptions made case by case become the policy customers quote back.

Does Aide follow our return window?

Yes. With returns turned on, Aide follows the window in your Shopify return rules and does not start a return outside it.

Do holiday orders get a longer window?

Only if you say so. Many stores extend it for orders placed in November and December; if you do, update this reply for the season.

Past return window response template

A kind no when the window has closed.

Give the date the window closed, say no plainly and warmly, and point to the warranty if the item is faulty.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

A return outside the window is a request that arrives after the period your policy allows, usually counted from delivery. Say no kindly with the exact date the window closed, and keep any exception as a decision for your team.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailWindow closed

Subject: About returning your item from order.name

Hi customer.first_name, Thanks for reaching out about order.name. Our return window is 30 days from delivery, and your order was delivered on delivery date, so the window closed on closing date. I am sorry we are not able to accept a return for it. If the item has a fault, reply with a short description and a photo, and we will check it under our warranty.

ChatShort reply

I checked, and order.name is past our 30-day return window, which closed on closing date. I am sorry I cannot start a return. If something is wrong with the item, tell me and our team will take a look.

Internal noteException request

Late return asked on order.name, days days past the window. Exceptions are a team call: approve only if your rule, such as a gift received late, and note why.

When to use

The customer asks to return an item after your return window has closed. Not when the item is faulty and may be covered by a warranty.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They ask to returnThe return request topic matches, on an order that exists.

Delivered a while agoShipment status is delivered, with no tracking update in the past 4 weeks.

Match your windowChange the weeks to fit your policy: 2 weeks for a 14-day window, for example.

Example conversation

Customer

Can I still return the teapot from #1048? I only just got around to it.

Aide

Thanks for asking. #1048 was delivered on September 2, and our return window is 30 days from delivery, so it closed on October 2. I am sorry I cannot start a return for it. If the teapot is faulty, tell me what is wrong and our team will look at it under the warranty.

Customer

It works fine, I just do not need it. Okay, thanks anyway.

✓Delivery date checked against your return window · Order #1048

Frequently asked questions

: Thank them, give the date the window closed, and say no once without hedging. Then offer the one thing you can do, such as a warranty check for a faulty item.
: Decide the rule in advance, such as gifts or holiday orders, and apply it every time. Exceptions made case by case become the policy customers quote back.
: Yes. With returns turned on, Aide follows the window in your Shopify return rules and does not start a return outside it.
: Only if you say so. Many stores extend it for orders placed in November and December; if you do, update this reply for the season.

Return requestThe customer wants to send an item back.Email · Chat · Internal note Return policyAnswer what your return policy is.Chat Warranty claimA fault within the warranty period.Email · Chat · Internal note Final sale returnThe item was sold as final sale.Email · Chat

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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