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How to Respond to Late Return Requests (Email Template)

· 6 min read

When customers request returns past your 30-day policy—especially for gifts—you must balance policy enforcement with customer retention. This guide shows you how to evaluate exceptions, offer alternatives like store credit, and handle late returns professionally.

Example Customer Complaint​

Subject: Need to return item - past 30 days

Hi there,

I bought a jacket from your store on December 15th (Order #39204) as 
a Christmas gift for my husband. He tried it on for the first time 
yesterday and it doesn't fit him - too small.

I know your return policy is 30 days, but this was a GIFT so we 
couldn't try it on until after the holidays. The jacket still has all 
the tags on it and has never been worn outside.

It's been about 65 days now, but this is an unusual situation. Can 
you please make an exception and let me exchange it for a size larger? 
Or at least give me store credit?

Thanks,
Deborah

Casee.io Analysis: Automatic Case Classification​

When you paste Deborah's message into Casee.io, the AI instantly analyzes and categorizes the case:

📋 Case Summary:

  • Regarding: Return request for jacket outside of 30-day policy
  • Service Type: Retail
  • Priority: Medium
  • Categories: Return, Exchange, Exception Request

Key Issues Identified​

Casee.io breaks down the complaint into 1 main issue that needs addressing:

Issue 1: Return Past Policy Window (Gift Exception Request)​

Customer's concern:

"I know your return policy is 30 days, but this was a GIFT so we couldn't try it on until after the holidays. The jacket still has all the tags on it and has never been worn outside. It's been about 65 days now, but this is an unusual situation. Can you please make an exception and let me exchange it for a size larger? Or at least give me store credit?"

Suggested response:

I understand that the gift was purchased on December 15th and couldn't be tried on until after the holidays, making it just over the 30-day return window. Since the jacket is unworn and still has its tags, we'd like to offer you store credit for the value of the jacket. This will allow you to choose a different item from our store that better suits your needs. Alternatively, if you can provide proof of the original purchase, we can check if an exchange for a different size is possible, though this is outside our standard policy and subject to availability.

Complete Email Response​

Casee.io also generates opening and closing paragraphs to frame your response:

Opening (AI-Generated):​

Hi Deborah,

Thank you for reaching out to us. I understand you're hoping to return 
or exchange a jacket purchased as a gift, and I'm sorry to hear that 
it didn't fit your husband.

Body (Combine Issue Responses):​

You can now copy and paste each suggested response, editing as needed to add specific store credit details or exchange availability.

Closing (AI-Generated):​

We appreciate your understanding and hope we can find a satisfactory 
solution for you. Please let us know if you have any further questions.

Best regards,
[Your Name/Company]

Why This Approach Works​

✅ Acknowledges reasonable circumstances - Gift timing is legitimate reason

✅ Verifies item condition - Tags on, unworn = easier to approve

✅ Offers middle-ground solution - Store credit instead of full refund

✅ Doesn't set blanket precedent - "Subject to availability" maintains policy

✅ Empowers customer choice - Exchange or credit, their preference

Common Late Return Scenarios​

Scenario A: Item still sellable, approve exchange​

Add: "I've checked our inventory and we do have the jacket in a size larger. I'm approving this exchange as a one-time courtesy given the gift circumstances. I'll send you a prepaid return label and ship the larger size once we receive the original."

Scenario B: Final sale/seasonal item, store credit only​

Add: "This jacket is from our winter collection and is now on clearance, so we can't accept a return to inventory. However, I'm happy to offer store credit for 75% of your purchase price ($67) given the circumstances."

Scenario C: Way past deadline (6+ months)​

Add: "I understand the gift situation, but at 6 months past purchase, we're unable to offer an exchange or refund. The jacket is likely from a past season. I can offer you a 15% discount code for a future purchase as a goodwill gesture."

Scenario D: No tags/worn but claims unworn​

Add: "I appreciate that you mentioned the tags are still attached. To proceed with store credit, I'll need photos showing the tags and unworn condition. Please send those over and we can move forward."

How to Use Casee.io for Late Return Requests​

  1. Paste the customer's message into Casee.io
  2. Review the analysis - Check how late, reason given, item condition
  3. Copy suggested responses - Use the itemized responses for each concern
  4. Add resolution details - Store credit amount, exchange availability, approval conditions
  5. Follow up internally - Document exception and reason

Exception Evaluation Framework​

Grant exception (exchange or store credit) when:

  • ✅ Gift purchased, tried on after policy expired
  • ✅ Item unworn with tags attached
  • ✅ Within reasonable timeframe (60-90 days)
  • ✅ Customer has good purchase history
  • ✅ Item still in current inventory

Deny exception (or offer reduced credit) when:

  • ❌ Item worn/damaged/washed
  • ❌ Far past deadline (4+ months)
  • ✅ Seasonal/clearance item
  • ❌ Customer has pattern of late returns
  • ❌ Policy clearly stated as "final sale"

Policy Improvements to Reduce Late Returns​

Extended gift return windows:

  • "Holiday purchases: Returns accepted through January 31st"
  • "Gift receipt includes 60-day return window"
  • "Wedding registry items: 90-day return policy"

Clear communication:

  • Include return deadline on packing slip
  • Send email reminder 5 days before deadline expires
  • Gift message includes return policy info

Gift receipt options:

  • Separate gift receipt with extended deadline
  • Gift returns for store credit without original receipt
  • Online gift returns without shipping costs

Store Credit vs Exchange vs Refund​

When to offer each:

Full refund: Only if within policy AND have receipt Exchange: Item sellable, inventory available, customer loyal Store credit: Past deadline but reasonable exception, no inventory Discount code: Way past deadline, goodwill gesture only Nothing: Item worn/damaged, far past deadline, no extenuating circumstances

Try It Yourself​

Want to handle late return requests fairly while protecting your margins? Try Casee.io free →

Paste your customer message and get instant analysis with policy-balanced, customer-retention response suggestions.