Policy, portal copy, messages and a test brief. Have counsel review the policy.
RETURNS AND EXCHANGES
HOW LONG You have [60] days from delivery to start a return
or exchange.
HOW MUCH Returns are free. We refund the full price to your
original payment method. [If there is any fee, state
it here, in dollars, and when it applies.]
HOW Start from the link in your delivery email, or at
[site]/returns with your email address.
WHAT Items must be unworn and unwashed, with tags. We can't
take back [final-sale or personalized items]. Faulty,
damaged or wrong items are always on us, whatever the
date.
SWAP Want a different size or color? Choose an exchange and
we'll ship it as soon as your parcel is scanned.
MONEY Refunds are sent when the carrier first scans your
parcel for most orders, and within [5] days of arrival
for the rest.
EU AND UK You also have the legal right to withdraw within 14
days of delivery without giving a reason. [Link to the
withdrawal function.]
HEADING How would you like to sort this out?
OPTION 1 Swap for a different size or color
Ships as soon as your return is scanned. No charge.
OPTION 2 Store credit for something else [+ $10 bonus]
Shop now and use it right away.
OPTION 3 Refund to your original payment method
Sent when the carrier scans your parcel.
RULES All three visible, same size, no pre-selection of
credit, no extra click to reveal the refund.
SUBJECT Your Return Is Started PREVIEW here's your drop-off code and what happens next Hi [first name], Your return for [item] is set up. Take it to [drop-off] by [date] and show this code: [code]. No box or label needed. When they scan it, we'll send your [refund / exchange / credit] the same day. Questions? Just reply. [Brand] [Postal address] This is a service message about your order. Unsubscribe from marketing emails: [link]
SUBJECT Your Refund Is on Its Way PREVIEW $[amount] back to your [card ending 1234] Hi [first name], Your parcel was scanned at [time, place], and we've sent your refund of $[amount] to your [card ending 1234]. Banks usually show it within [3 to 5] business days. You told us the [item] [ran small]. Thank you: we've passed that to the team that writes our size guide. [Brand] [Postal address] This is a service message about your order. Unsubscribe from marketing emails: [link]
[Brand]: Your return was scanned and your $[amount] refund is
on its way to your card ending 1234. Questions? Just reply. Reply
STOP to opt out.
SEND ONLY To customers who agreed to texts about their orders.
Straight apostrophes only.
SUBJECT A Quick Note About Your Returns PREVIEW nothing has changed yet, here's what to know Hi [first name], You've returned [7 of your last 9] orders with us in the past year. That's completely allowed, and we're glad you shop with us. We want to be upfront: when a customer returns more than [70%] of their orders over a year, returns stop being free, and a [$5] fee is taken from each refund. Faulty or wrong items are always free to return. Your current rate is [78%], and you can see it any time here: [link]. If sizing is the problem, reply and we'll help you pick. [Brand] [Postal address] This is a service message about your account. Unsubscribe from marketing emails: [link]
CHANGE e.g. $10 exchange bonus / $6 mail fee
PURPOSE steer / deter / retain
ARMS policy vs holdout, assigned by customer at
first order; share in holdout: %
DISCLOSURE where each arm sees its terms before buying
PRIMARY METRIC 12-month contribution per customer
GUARDRAILS first-order conversion / return rate /
exchange share / tickets / chargebacks
BREAK-EVEN from chapter 4 or 5 tool:
SIZE customers per arm: read at 90 days
and 12 months
DECISION RULE we keep it if:
COUNSEL REVIEW name, date:
This is one chapter of The Return Trip, which is free and readable in full on a single page with no form in front of it.