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Guide

Returns without disputes: what to promise, what to do

Ema, a Kailiniai hero

For this guide and its prompts we recommend:

  • Typeform collects every return request with the same questions and a photo. Free plan · 14-day free trial (source)
  • Shopify holds the listing written from the real item and links to your return page. 3-day free trial · €1/month for the first 3 months on most plans (source)

Offers checked 21 Oct 2026 More tools below ↓

You can now answer return requests calmly and clearly.

Fewer returns and calmer ones: a one-page return policy, a routine for the first 48 hours, and product texts that promise only what arrives.

Adam, a Kailiniai hero

What you need

Sandra, a Kailiniai hero
  • Your current product listings
  • Your return rules, even if they are only in your head
  • Any AI chat assistant
  • The real product, or your notes and photos of it
  • TypeformAnswers from real people instead of guessesFree plan
  • ShopifyA working store with checkoutTrial
  • FotorClean, sharp photos without a reshootFree plan
  • SpocketProducts and supplier details checkedTrial

Steps

  1. Write the return page in five lines

    Who can return, within how long, in what condition, who pays the return shipping, and how and when the money comes back. Return rights differ by country, so check the consumer rules where you sell with a lawyer or your local consumer authority.

  2. Decide what happens within 48 hours

    Reply to every return request within 48 hours: thank them, ask for a photo if something is damaged, send the return address or label, and say when the refund will be made. Decide it once, so you do not argue each case.

  3. Compare every listing sentence with the real item

    Read the listing with the product in your hands. Every sentence must be true of what the customer receives, not of the photo or the supplier’s text.

    Weak

    Premium quality, fits everyone, looks exactly like the photo.

    Better

    Faux leather, size M fits a chest of [measurement]. The colour can look slightly darker than on screen.

  4. Answer the questions that cause returns

    Size, colour, material and what is in the box cause most surprises. Add a real measurement, a photo in daylight and one sentence on what is not included.

  5. Use one calm reply for return messages

    Ask the assistant for a reply template in your words, then check it against your return page. The template never promises more than the page.

  6. Log every return reason

    One line per return: product, reason in the customer’s words, what you did. Once a month, fix the listing sentence behind the most common reason.

The full instruction

Copy it into any AI chat assistant and change only the first line.

Change only this line: PRODUCT = [a wool scarf in three colours]

You help an online seller of this PRODUCT reduce returns and handle them without disputes.
Below I paste four things: my listing text; what the customer really receives (material, size, colour in daylight, what is in the box, delivery time I measured); my return rules (who can return, within how long, condition, who pays shipping, how the refund is made); and common return reasons so far (or "none yet").

Do four things:
1. PROMISES: list every sentence in my listing that promises more than what the customer receives, and say why.
2. LISTING: rewrite the listing so every sentence is true of the real item. Keep it short and plain.
3. RETURN PAGE: write my return rules as one short page in plain words, five lines at most.
4. REPLY: write one calm reply template for a return request that I can send within 48 hours.

Do not add legal statements, warranties or rules I did not give you. Where a legal question comes up, write [ASK A LAWYER OR YOUR LOCAL CONSUMER AUTHORITY?]. Start with point 1.

Paste your material below this line:

What you end up with

A return page anyone can understand, a 48-hour routine for every request, and listings that describe the item that really arrives.

Common mistakes

  • Copying the supplier’s or generator’s description instead of describing the item you hold.
  • Promising a return period or refund rule you have not checked for the country you sell to.
  • Arguing each return differently instead of following your own page.
  • Logging returns but never changing the listing that caused them.

Processes that need more than one tool

Thomas, a Kailiniai hero

Each process below uses several tools, each for the job it does best. Any AI chat assistant works where one is named.

  1. Every return request in one form

    Tools, in order: Typeform → a spreadsheet

    1. Link a short Typeform from your return page: order number, reason in the customer’s words, a photo if something is damaged.
    2. Let the answers land in a spreadsheet, so you can reply within 48 hours and see the reasons in one place.

    The prompt for this process

    You help me write a short return request form.
What I sell: [products]
My return rules: [paste your return page]
Write at most 5 questions: order number, product, reason in their own words, condition, and a photo if something is damaged.
Keep the tone calm and do not promise anything my return page does not say.
Start with the order number question.

  2. A listing from the real item

    Tools, in order: your phone camera → Fotor → Shopify

    1. Photograph the real item in daylight, next to something that shows its size.
    2. Remove the background and correct light and sharpness in Fotor; never change the item itself.
    3. Write the Shopify listing from the item you hold, with a real measurement and a link to your return page.

    The prompt for this process

    You help me write a product listing from the real item.
What I see and measure: [material, size, colour in daylight, what is in the box]
My current listing: [paste]
Rewrite the listing so every sentence is true of the item I hold. Add one measurement line and one line on what is not included.
No superlatives and no claims I did not give you.
Start with the first sentence of the listing.

  3. The reason log fixes the listing

    Tools, in order: a spreadsheet → any AI chat assistant → Shopify

    1. Once a month, paste the return reasons from the sheet into the chat and ask it to group them.
    2. Rewrite the one listing sentence behind the largest group.
    3. Update the listing in Shopify and note the date, so you can see if that reason drops.

    The prompt for this process

    You help me learn from my return reasons.
Return reasons from my log (no names): [paste, one per line]
The listing they relate to: [paste]
Group the reasons, count each group, and name the listing sentence most likely behind the largest group.
Suggest one honest rewrite of that sentence. Do not invent reasons.
Start with the groups.

  4. The supplier’s rules before your own

    Tools, in order: Spocket → Shopify

    1. Read the supplier’s return terms in Spocket before you write your return page.
    2. Make sure the page in your Shopify store never promises more than the supplier allows.

    The prompt for this process

    You help me compare my return page with my supplier's return terms.
Supplier terms: [paste]
My return page: [paste]
List every point where my page promises more than the supplier allows, and suggest a plain rewrite.
Do not give legal advice; mark legal questions as [ASK A LAWYER?].
Start with the first mismatch.

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