Can a store refuse a refund if the return comes back damaged?

If the policy requires items unused and in original condition, yes, in part or in full. Damage clearly caused in transit is different: that is usually a carrier claim, not a deduction from the customer.

What if the item was damaged in the return shipment?

If the store sent a prepaid label, the store usually claims from the carrier. If the customer used their own shipping, the claim is theirs to make with the carrier they chose.

Should we send photos to the customer?

Yes. Photos taken when the box was opened settle most disagreements, and they are what a carrier claim needs anyway.

Return received damaged email template

The return came back damaged. Now what?

Share what you found with photos, give the customer a fair choice, and keep the tone free of blame.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

When a returned item arrives damaged, used or incomplete, the store can refund in part, send the item back, or accept it anyway. Show the customer what you found with photos, offer the options your policy allows, and avoid any suggestion of blame.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailWhat we found

Subject: About the return for order.name

Hi customer.first_name, Thank you for sending back the item from order.name. When it arrived, our team found the damage, such as a crack in the lid, and we have attached photos taken when we opened the box. Because of this, we can offer: 1. A partial refund of amount, or 2. We send the item back to you at no cost. If the damage happened on the way back to us, let us know and we will raise it with the carrier. Reply with the option you prefer.

ChatRefund on hold

When the item from order.name reached us, our team found the damage, so the refund for it is on hold while they review it. I have passed your message on, and they will reply here by time with the outcome.

Internal noteBefore you reply

Return for order.name arrived damaged / used / incomplete. Photos: link. Packaging: fine / crushed, possible carrier damage. Decide: partial refund, full refund with a carrier claim, or send it back. Approve any refund on the order.

When to use

The customer asks why their refund was reduced or held after a return reached you damaged or used. Not when the item arrived damaged at their end.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They query the refundThe returned item damaged topic catches questions like “Why was my refund reduced”.

Linked to their orderOrder exists is true. A teammate writes the outcome; this reply holds the line.

Example conversation

Customer

I sent the teapot back two weeks ago. Why have I not been refunded for #1094?

Aide

I am sorry for the wait. When the teapot from #1094 reached us, our team found a crack in the lid, so the refund for it is on hold while they review it. I have passed your message to them, and they will reply here by the end of the next business day with the outcome.

Customer

It was fine when I packed it. Okay, I will wait to hear.

✓Refund held for review · Order #1094

Frequently asked questions

: If the policy requires items unused and in original condition, yes, in part or in full. Damage clearly caused in transit is different: that is usually a carrier claim, not a deduction from the customer.
: If the store sent a prepaid label, the store usually claims from the carrier. If the customer used their own shipping, the claim is theirs to make with the carrier they chose.
: Yes. Photos taken when the box was opened settle most disagreements, and they are what a carrier claim needs anyway.

Refund after returnWhen the refund for a returned item arrives.Email · Chat · Internal note Return statusWhere the return is, from label to refund.Email · Chat · Internal note Damaged itemThe order arrived broken or unusable.Email · Chat · Internal note Refund confirmationThe refund is approved and issued.Email · Chat · Internal note

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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