Use “may require” instead of a blanket rule.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Return before refund wording template
Tell a customer that return details may be needed before a refund decision, without promising approval.
Copy-ready template
Subject: Return details for your refund request
Hi {{customer_name}},
Thanks for your message about order {{order_number}}. Some refund requests may require return details before the next support step can be confirmed.
Please keep the item and packaging available while we review the order. We will reply with the next support step after checking the request against the order details and store policy.
Thanks,
{{store_name}} Support
Use this carefully
Do not issue return instructions unless confirmed.
Keep the reply calm, specific, and aligned with your store policy.
Avoid approving or denying the refund in this message.
Keep the reply calm, specific, and aligned with your store policy.