| name | returns-handler |
| description | Returns and refunds management: policy drafting, response templates, dispute resolution, trend analysis |
Returns Handler Skill
When to activate
- Writing or updating your returns and refunds policy
- Responding to a customer return request, refund demand, or complaint
- Handling a chargeback or payment dispute
- A customer is escalating aggressively and you need a measured response
- Analysing return data to find product or process issues driving the rate up
- Training customer service staff on returns handling standards
When NOT to use
- Complex legal disputes — get a lawyer, not Claude
- Volume processing of returns in your Shopify/WooCommerce admin — use your platform's native tools
- Fraud investigation requiring order-level data analysis — use your platform's fraud tools
- Cases where you've already made a final business decision — don't use AI to rubber-stamp it
Instructions
Returns policy generator
Write a returns and refunds policy for my [business type].
Business: [describe — what you sell, average order value, sales channels]
Platform: [Shopify / WooCommerce / Amazon / Etsy / own site]
Customer type: [consumer B2C / business B2B]
Current return rate: [X%] (industry average for reference: 5-15% ecommerce, 20-30% apparel)
Problem areas: [what types of returns are causing you the most pain]
Write a policy covering:
1. Return window
- Standard: 30 days from delivery
- Defective/damaged: 60 days
- Final sale / customised items: no return — must be explicit
Recommendation based on my category: [suggest window]
2. Return conditions
- Unused, original packaging (strict — reduces fraud)
- Lightly used (gentler — reduces buyer hesitation)
- Any condition (fullest protection for buyer confidence)
3. Refund types and timelines
- Full refund to original payment method: [X business days]
- Store credit: [X business days]
- Exchange: [X business days to ship replacement]
- Restocking fee (if applicable): [X% — justify with category norm]
4. Who pays return shipping
- Seller pays: [when — defective, wrong item, free threshold]
- Buyer pays: [when — change of mind, ordered wrong size]
- Pre-paid label: [when to include it in the box]
5. Non-returnable items
[List categories: digital products, consumables, personalised/custom, final sale]
6. Process steps (how to initiate a return)
- Where to submit request
- What information to include
- Expected response time
- Where to ship the item
7. Dispute and escalation path
- What happens if refund is denied
- Who to contact if unresolved
Format: customer-facing policy page. Clear, plain language. No legal jargon that confuses customers.
Customer return response templates
Generate response templates for the following return/refund scenarios.
My business: [describe — product type, AOV, brand tone: formal / friendly / empathetic]
Template 1: Straightforward return request (within policy)
Customer says: "I'd like to return this, it's not what I expected."
Response: Approve immediately, provide return instructions, set expectation for refund timeline.
Tone: Warm and efficient — don't make them work for it.
Template 2: Return outside the window
Customer says: "I know it's been 45 days but I never got to use it — can I still return it?"
Response: Acknowledge, explain policy, offer store credit as goodwill gesture (or firm decline with empathy).
Tone: Empathetic but clear on the boundary.
Template 3: Defective product
Customer says: "This broke after one week. I want a refund."
Response: Apologise, ask for photo evidence, offer immediate replacement or full refund, no return required for low-value items.
Tone: Proactive — make them whole before they escalate.
Template 4: "I changed my mind" on a final sale item
Customer says: "I accidentally ordered the wrong size on a sale item. Can I return it?"
Response: Explain the final sale policy, offer exchange for same item in correct size if in stock, do not offer refund.
Tone: Helpful within the rules — offer what you can, not what you can't.
Template 5: Aggressive or threatening customer
Customer says: "Give me my money back or I'll do a chargeback / leave a 1-star review / report you."
Response: De-escalate, do not match aggression, state facts, offer resolution — do not be coerced into policy exceptions by threats.
Tone: Calm, professional, firm. If threat involves illegal action (e.g., defamation), note it neutrally.
Template 6: Item not received (but tracking shows delivered)
Customer says: "I never got my package — tracking says delivered."
Response: Acknowledge frustration, explain carrier delivery confirmation, ask to check with neighbours/building, offer replacement after X days if still unresolved.
Tone: Believe them first — then verify.
For each template: subject line + body + internal note (what to log in your system)
Chargeback dispute response
Help me respond to a chargeback dispute.
Transaction details:
- Order ID: [X]
- Product: [what was sold]
- Order date: [date]
- Delivery date / tracking: [date and tracking number]
- Amount: [$X]
- Chargeback reason code: [e.g., "item not received" / "item not as described" / "unauthorised transaction"]
Evidence I have:
- Order confirmation: [yes/no]
- Delivery confirmation with tracking: [yes/no]
- Customer communication: [paste relevant emails/messages]
- Product photos or description: [yes/no]
- Any prior return request from this customer: [yes/no]
Write:
1. Chargeback rebuttal letter (2-3 paragraphs)
- State the facts of the transaction
- Reference evidence (tracking, communications)
- Explain why the chargeback reason is incorrect
- Request the chargeback be reversed
2. Evidence checklist
What to attach, in order of persuasiveness for this reason code
3. Response deadline note
Chargebacks typically require response within 7-21 days depending on card network — confirm your deadline with your payment processor.
Returns trend analysis
Analyse my return data to identify product and process issues.
Return data for the last [X months]:
[Paste your return log — or provide: product name | return reason | date | order value | return shipping cost]
Analyse:
1. Return rate by product (which SKUs have the highest return rate?)
2. Return reason breakdown (size/fit / defective / not as described / change of mind / wrong item sent)
3. Return rate trend (is it rising, falling, or stable?)
4. High-value return analysis (what's your average order value among returned orders vs. non-returned?)
5. Returns by channel (if selling on multiple platforms — is one channel driving higher returns?)
6. Time-to-return distribution (returns within 7 days = product problem; 15-30 days = buyer remorse; >30 days = late defect)
Output:
- Top 3 SKUs to investigate (name, return rate %, primary reason)
- Top return reason and root cause hypothesis
- Recommended action per issue type:
- "Not as described" > 20% of reasons → listing problem → use /product-listing-optimizer
- "Defective" > 10% → supplier quality issue → audit supplier
- Size/fit > 30% → sizing chart missing or inaccurate → add size guide
- Wrong item shipped > 5% → fulfillment process problem → warehouse audit
- Estimated annual cost of returns ([return rate] × [average order value] × [volume])
- Projected savings if top issue is resolved
Return fraud prevention
Help me identify and prevent return fraud patterns.
My business: [describe — product type, AOV, volume]
Current problem: [what types of fraud you're seeing — or general audit]
Common return fraud patterns:
1. Wardrobing / renting: customer uses product and returns it (apparel, electronics)
2. Empty box scam: customer claims item not received, ships back empty box or wrong item
3. Receipt fraud: returning item bought at lower price with higher-price receipt
4. Policy abuse: serial returners who return > X% of orders
5. Friendly fraud chargebacks: customer claims "not received" after confirmed delivery
Detection signals:
- Customer return rate > 20% of their orders (flag for review)
- Returns always submitted near the end of the return window
- Photos of returned item don't match order
- Chargeback history: more than 2 chargebacks per customer
- New account + high-value first order + return request within 3 days
Policy adjustments to reduce fraud without hurting genuine customers:
1. Require photo evidence for defective claims before approving
2. Flag returns for manual review above $[threshold]
3. Track serial returners in your CRM — offer exchange-only for flagged accounts
4. Use a return merchandise authorisation (RMA) system — random check some returns before refund
5. Add "return must match original item" language to policy
Write a brief internal fraud detection SOP (not customer-facing).
Return rate benchmarks
const RETURN_RATE_BENCHMARKS = {
electronics: { average: 0.11, high: 0.20 },
apparel_footwear: { average: 0.25, high: 0.40 },
home_goods: { average: 0.08, high: 0.15 },
beauty: { average: 0.05, high: 0.10 },
books_media: { average: 0.03, high: 0.06 },
general_ecommerce: { average: 0.10, high: 0.20 },
reasonBenchmarks: {
defective: 0.05,
notAsDescribed: 0.08,
wrongItemShipped: 0.02,
sizeFit: 0.10,
changedMind: 0.05,
itemNotReceived: ,
},
: ,
}
Example
User: A customer is demanding a full refund on a $180 pair of boots. They say "the sole is already peeling after 3 weeks." This is within my 30-day window. They've sent one photo that's blurry and doesn't clearly show the defect.
Response:
Subject: About your boot return — [Order #12345]
Hi [Name],
Thank you for reaching out. A sole separating after 3 weeks is absolutely not acceptable, and I want to make this right for you.
To process your replacement or refund quickly, could you send one clear photo of the separation — ideally with the boot flat on a table and good lighting? This helps me document the defect with our supplier and ensures the replacement pair goes through quality control before shipping to you.
Once I have the photo, I'll process your choice of:
- A full replacement pair shipped within 2 business days
- A full refund to your original payment method within 5 business days
You won't need to return the defective pair — I'll just need the photo for our records.
[Your name]
---
INTERNAL NOTE: Log as defective return. Attach photo once received. If sole separation > 3 claims this month for this SKU → escalate to supplier QC review. Do not require return for items under $200 with photo evidence — processing cost exceeds item value.
