State the policy where people look
Put the return window, condition rules and who pays shipping on one help page and link it in order emails. Most return tickets ask what is already written down.
Make the first reply do the work
Reply with the steps, the address or label and the refund timing in one message. Asking three questions first adds days for no reason.
Separate returns from exchanges
Offer the exchange first when stock allows. It keeps the sale and often fixes the real problem, such as a wrong size.
Say when the money comes back
Give a refund date range and the method. Most follow-up tickets ask where the refund is.
Handle the awkward cases once
Write rules for damaged items, late returns and items without a box, then save the replies as macros so agents answer consistently.
Count the reasons
Tag every return by reason and look at the top three each month. Fixing a size chart or product photo can cut returns more than any reply.