Hi there! Thank you for calling [Brand Name]. This is [Your Name]. How can I help you today?
May I please have your name, email address and/or order number for reference?
I understand you'd like to return your [Product Name]. Can you tell me a little more about why you'd like to return it?
(This helps identify the appropriate response.)
Briefly acknowledge their reason for considering a return.
Use the appropriate response from the Rebuttal Sample List and Return Management Strategy based on the customer's reason for return.
Use the first rebuttal before resorting to the second.
If the customer is open to keeping the product, highlight its benefits and value.
If the customer insists on returning, explain the return process and fees clearly. Confirm which items will be returned. Genrate RMA code and provide it to the customer together with the return address and additional reminders:
🔲 I've generated a Return Merchandise Authorization (RMA) code for you. This code is: [RMA Code].
When you're ready to return your items, please ensure they are unused, unopened, and in their original packaging.
Write the RMA code clearly on the outside of the return package.
🔲 Your return address is: 6507 HARNEY RD, TAMPA, FL 33610. Please be sure to write the RMA code on the package.
🔲 I can also provide you with a preliminary breakdown of your refund. The original purchase amount was $[Total].
However, there are some deductions to consider:
Used items: If applicable, we will deduct $[XX.XX] for any used items.
Shipping: The original shipping cost of $[XX.XX] will not be refunded.
Return processing and restocking fee: There is a $8.95 return processing and restocking fee.
This will leave you with an estimated total refund of $[XX.XX].
(Return with RMA). To summarize, you'll be returning your [Product Name] using the RMA code we provide. A refund of [$computed amount] will be issued once we receive the product in its original condition.
Is there anything else I can help you with today?
Thank you for calling [Brand Name]. We appreciate your business. Have a wonderful day!