Handle returns. Win disputes.
Per-platform handling steps plus copy-paste message templates for returns, partial refunds, and disputes. Swap the {placeholders} and send.
- 1Open the case from Seller Hub → Returns/Requests. Read the buyer's exact reason — "remorse" vs "not as described" are handled very differently.
- 2For remorse returns: if your listing says "returns accepted," accept and send the return label per your stated policy (buyer usually pays unless you offered free returns).
- 3For "item not as described" (INAD): you generally must accept and pay return shipping. Fighting a valid INAD usually loses and dings your metrics.
- 4Once the item is back and matches what you sent, refund promptly to avoid an "item not received back" escalation.
- 5If the return is fraudulent (wrong item sent back, damaged on purpose), report the buyer and open a "report this buyer" — appeal the case with photos before refunding.
Hi {buyer}, thanks so much for reaching out — I completely understand, and I want you to be happy with your purchase. I'm approving your return now. Please send the item back in its original condition using the label/instructions provided, and once it arrives I'll process your refund right away. Thanks for your patience, and I appreciate you shopping with {store}!
Hi {buyer}, I'm sorry the {item} wasn't 100% what you expected. To save you the hassle of shipping it back, I'd be glad to offer a partial refund of {amount} so you can keep it — does that work for you? If you'd still prefer to return it, that's absolutely fine too and I'll get a return started. Just let me know what's easiest. Thanks for your understanding!
Thank you for the opportunity to respond. The item was listed and shipped exactly as described, with detailed photos and measurements included in the listing. It was shipped on {date} via tracking {tracking}, which confirms delivery. I've attached the original listing photos and packing photos showing the item's condition at the time of shipment. I'm happy to work with the buyer toward a fair resolution within platform policy. Please review the attached evidence.
Hi {buyer}, I'm really sorry to hear the {item} didn't match what you expected — that's not the experience I want for any customer. Could you send me a quick photo of the issue so I can make it right? Depending on what you find, I can offer a partial refund to keep it or a full return and refund — whichever you prefer. I stand behind everything I sell and want to fix this for you. Thank you for letting me know.
Hi {buyer}, thank you for your message! I'm sorry this one didn't work out for you. Unfortunately {platform} sales are final and I'm not able to accept returns for fit or change of mind. That said, I'd love to keep you as a customer — I'm happy to offer a discount on your next purchase or a bundle deal. Thanks so much for understanding, and please reach out anytime!
Hi {buyer}, thanks for letting me know it hasn't arrived yet. Your order shipped on {date} with tracking {tracking}, and I can see it's currently in transit. Carriers occasionally show a delay before the final scan — let's give it 2 more business days. If it still hasn't landed by then, I'll open a carrier claim and make sure you're taken care of with a replacement or full refund. I won't leave you hanging!