When a customer asks to return an item, check it against your return policy first: the window, the condition and any final-sale exclusions. Then say whether it qualifies, who sends the return label, and when the refund follows.
The templates
Fills in from Shopify, with a fallbackYours to fill in
EmailReturn request received
Subject: Your return for order.name
Hi customer.first_name,
Thanks for letting us know. We have a return request for your item from order.name.
Our team will check it against our return policy and email you the next steps, including the return label if it is approved. Once the item is back with us and checked, we send your refund to the original payment method.
ChatUse the returns portal
You can start your return for order.name in our returns portal: portal link. It walks you through choosing the items and the reason, and shows you how to send them back.
Internal noteBefore you reply
Return requested on order.name. Check: inside the return window, not tagged final sale, no return already open. Approve the request in Shopify, then send the label the way our store normally does.
When to send this
They ask to return itYour return request topic is detected.
The order is foundOrder exists is true.
It was deliveredShipment status is delivered, so there is something to send back.
Example conversation
Customer
The jacket from #1042 is too small. Can I return it?
Aide
Thanks for letting us know. We have a return request for the jacket from #1042. Our team will check it against our return policy and email you the next steps, including the return label if it is approved.
✓Return request created in Shopify · Order #1042
Frequently asked questions
Whether the item qualifies, what the customer does next, who sends the return label, and when the refund follows. Leave out anything your policy does not promise.
Yes. Aide follows your Shopify return window, the product tags you exclude such as final-sale, and your return reasons, and creates each return as a request your store approves.
Yes. Stores on a returns portal such as Loop or AfterShip get a “Start your return” button that opens the portal on the order.
No. The return brings the item back. The refund is a separate step, usually after the item is checked, and in Aide it waits for your team by default.
