These scripts are for navigating conversations about refunds and returns should be clear, empathetic, and in line with company policies.

Script 1: “I understand that you’d like to return [product]. Can I ask for the reason, so I can assist you according to our return policy? Here’s how we can proceed…”

Script 2: “I’m sorry to hear you wish to return your product. I’m here to help process your request efficiently. May I know the reason for the return to better assist you?”

Script 3: “Let’s make the return process as smooth as possible for you. Could you provide the order number and the reason for the return so we can start the process?”

Script 4: “I’m truly sorry to hear that your product arrived damaged. This is not the experience we want for our customers. We appreciate you notifying us immediately. Could you please provide a few details about the damage or, if possible, send us a photo? This will help us understand the issue better and take the necessary steps to prevent it from happening again. We will arrange for a replacement or refund as per your preference. Here’s how we can proceed…”