Free tools for social media teams
Give return requests a clear next step
A public reply should acknowledge the request and explain how to start. Eligibility, exceptions and refunds need the current policy and, where relevant, an order check by the responsible team.
No sign-up required
Facts to confirm first
Current return-policy link, approved contact route, information the team needs and who can decide exceptions.
Example public reply
We can help you with the next step. Our return information is here: [policy link]. For your order, please contact us through [secure support route] so the team can check the details.
Example private reply
Thanks for contacting us. Please follow [secure return process]. The team will check your request against the current policy and confirm the next step before you send anything back.
Replace bracketed fields with facts from your own policy before sending.
Separate guidance from a decision
Explain the documented process without deciding a particular case from a short comment. Link to the policy that applies to the store and identify the support route. This template is communication guidance, not a substitute for the policy.
Move individual details to the right channel
A public thread is useful for acknowledging the request, but order details belong in the approved support process. Tell the customer exactly where to continue so they do not need to repeat sensitive information across several channels.
Make handoffs visible to the team
Assign an owner and record what has already been communicated. When the team has reached a decision, explain it clearly with the applicable next step. Avoid closing the conversation with a generic acknowledgement alone.
Avoid promising
Do not guarantee a refund or rejection before the responsible team checks the case. Do not ask for payment details in a public thread.
Escalate when
The item is damaged, eligibility is unclear, an exception is requested or the customer disputes the proposed outcome.
Prepare your own reply
Your draft
We can help you with the next step. Our return information is here: [policy link]. For your order, please contact us through [secure support route] so the team can check the details.
Continue with Blabla
Check the facts and recipient before sending. This tool prepares wording; it does not look up orders or send messages.
Handle real customer questionsSources and scope
The examples are illustrative. Shopify Inbox and Wix Inbox are separate native products; using these templates does not connect Blabla to your store.
Shopify Inbox · Wix Inbox