WhatsApp return instructions templates

A return instructions message tells the customer exactly what to send back, how to pack it, where to take it and by when, with the label or return code included. Below are 10 templates to copy for approved returns, drop-offs, pickups, exchanges and items outside your policy. AeroChat starts the return in the chat, checks it against your policy and sends the instructions.

What return instructions should do

Customers return items wrongly when the steps are vague. Number the steps. Say which items, how to pack them, where to drop them off or when the courier comes, and the last day to send.

Put the label or return code in the message, and say what happens next: when the refund or exchange is processed.

The WhatsApp rules that apply

If the customer messaged you in the last 24 hours, you can send any of these as a free-text reply. Outside that 24-hour customer service window, a business-initiated message needs an approved template. These messages fit Meta’s utility category when they are about the customer’s own order or account and contain nothing promotional. Meta’s guidelines say utility templates must not promote products, upsell, cross-sell or include offers. A template that mixes an update with a promotion is classed as marketing. See the WhatsApp message templates guide, WhatsApp message templates and template approval.

Source: Meta’s WhatsApp template category guidelines on developers.facebook.com, as of November 2026.

10 WhatsApp return instructions templates to copy

Copy a template, change the wording to match how your store talks, and keep the variables in double curly brackets. AeroChat fills them from your store data when it sends the message.

1. Return approved, with label

Use when you send a prepaid return label.

Hi {{customer_name}}, your return for order {{order_number}} is approved.
1. Pack {{return_items}} in the original packaging if you have it.
2. Print this label and stick it on the parcel: {{label_url}}
3. Drop it at any {{courier_name}} point by {{return_deadline}}.
We'll refund you once it arrives and is checked.

2. Return with a QR code

Use when the courier accepts a code instead of a printed label.

Hi {{customer_name}}, your return {{return_number}} is ready.
Show this code at a {{courier_name}} drop-off point: {{return_code}}
No printing needed. Please send it by {{return_deadline}}.

3. Courier pickup booked

Use when the courier collects from the customer.

Hi {{customer_name}}, a courier will collect your return for order {{order_number}} on {{pickup_date}} between {{pickup_window}}.
Please have {{return_items}} packed and ready. The courier brings the label.

4. Exchange for a different size

Use for size swaps.

Hi {{customer_name}}, your exchange is set up. We're swapping {{product_name}} size {{old_size}} for size {{new_size}}.
Send the original back with this label: {{label_url}}
We'll ship the new size as soon as the return is scanned.

5. Customer pays return shipping

Use when your policy asks the customer to arrange the return.

Hi {{customer_name}}, your return for order {{order_number}} is approved.
Please send {{return_items}} to:
{{return_address}}
Include your order number in the parcel and send it by {{return_deadline}}. Keep your shipping receipt.

6. Return to a physical store

Use when the customer can bring the item to a shop.

Hi {{customer_name}}, you can return {{return_items}} at {{store_location}} by {{return_deadline}}.
Bring this message or your order number {{order_number}}. Opening hours: {{opening_hours}}.

7. Photos needed first

Use for damaged or faulty items before you approve the return.

Sorry to hear that, {{customer_name}}. To start the return for {{product_name}}, please send a photo of the item and the damage here.
Once we've seen it, I'll send your return instructions.

8. Outside the return window

Use when the request is past your return period.

Hi {{customer_name}}, order {{order_number}} was delivered on {{delivery_date}}, which is outside our {{return_days}}-day return period.
If the item is faulty, reply here with a photo and we'll look at it under our warranty.

9. Item can’t be returned

Use for final sale or hygiene items.

Hi {{customer_name}}, the {{product_name}} is {{non_returnable_reason}}, so we can't accept it as a return.
If there's a problem with it, reply here with a photo and we'll help.

10. Return received

Use when the parcel arrives back at your warehouse.

Hi {{customer_name}}, we've received your return for order {{order_number}}.
We'll check it within {{inspection_days}} business days and message you here when your {{refund_or_exchange}} is processed.

Send these automatically with AeroChat

AeroChat starts returns in the chat. It verifies the customer, checks the order in your store platform, such as Shopify, WooCommerce or Wix against your return policy, and then sends the right instructions:

• Return window and eligibility: checked against the delivery date and the product tags you set, such as final sale.
• Labels and codes: created through your returns app or courier, for example a returns platform or a courier such as POS Malaysia or EasyParcel.
• Pickups: booked with the courier where its API supports it.
• Photos: AeroChat asks for photos of damaged items and attaches them to the return for your team.
• Return received: triggered when the return is scanned or marked received. The refund message follows when the refund is issued.

See starting a return in chat and a returns app or returns in chat.

Related

• WhatsApp returns and refunds
• Returns and exchanges
• Size exchanges in chat
• WhatsApp refund processed templates
• WhatsApp warranty claims
• Start a return in chat

Questions

Are return instructions a utility template?

They fit Meta’s utility category when they are about the customer’s own order and contain nothing promotional. Most return messages are replies to the customer’s request anyway, so they are sent inside the 24-hour window.

Can AeroChat approve returns by itself?

Yes, for returns that meet your policy: inside the return window and not a final sale item. Anything outside the policy goes to your team with the order details and photos.

Can it create the return label?

Yes, when your returns app or courier has an API connected to AeroChat. Otherwise it sends your return address and steps.

Should I offer an exchange before a refund?

You can set that in the workflow. AeroChat offers an exchange or store credit first and processes a refund if the customer prefers it.

Start returns in the chat

Connect your store and courier, and AeroChat checks each return against your policy and sends clear instructions on WhatsApp. Start your 7-day free trial. No credit card needed.

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