What should I email customers who return a product?
Acknowledge the return, confirm refund steps, and ask what went wrong. Pause promotions for a short time, then offer help finding a better fit.
A return is a service moment. Keep the first message about the refund and next steps, not about selling.
Use the reason for return to guide what you suggest later, such as a different size or a related product.
In practice.
A shopper returns a pair of shoes that were too small. The store confirms the refund, asks about fit and later sends a size guide with other styles.
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