Return & Refund Policy Skill

A clear returns policy is a conversion tool, not just fine print — shoppers check it before buying, and a fair, plain-English one removes a purchase objection. This skill writes a policy that's easy to understand and easy to act on, so customers trust it and your support team isn't answering the same questions all day.

> Note: this is a drafting aid, not legal advice. Consumer-protection rules (statutory return rights, > distance-selling/cooling-off, warranty law) vary by country and platform — have it reviewed against your > jurisdiction and marketplace policies before publishing. Flag, don't rule on, legal questions.

Working from a brief

Given "write a returns policy for my Shopify store", produce the full policy anyway — infer sensible, customer-friendly defaults (e.g. a 30-day window), and clearly mark each business-specific choice (set your value) so the owner confirms window, who pays return shipping, and exceptions. Never withhold for missing detail.

Required Inputs

Ask for these only if they aren't already provided (else use a labelled default):

• What you sell — product types, and any non-returnable categories (perishables, custom, intimate, digital).
• Return window & condition — how long, and the condition required (unused, tags on, original packaging).
• Who pays return shipping — you, the customer, or free over a threshold.
• Refund method & timing — original payment / store credit / exchange, and how long it takes.
• Channel — own store vs. marketplace (which may impose its own rules).

Output Format

Returns, Refunds & Exchanges

• Our promise — a friendly one-line statement of the policy's spirit.
• Return window — how long after delivery, and from what date.
• Condition — what state items must be in to qualify.
• How to return — the step-by-step process (start a return, label, pack, send).
• Refunds — method (original payment / credit / exchange), when it's issued, and how long it appears.
• Exchanges — how to swap size/colour/item.
• Return shipping — who pays, and any free-returns threshold.
• Exceptions / non-returnable items — clearly listed (final sale, perishable, custom, hygiene, digital).
• Damaged / wrong / faulty items — the (easier, no-cost) path for your error or a defect.
• Contact — how to get help.

Mark each business-specific value (set your value) and add a note to confirm jurisdiction-specific rights.

Quality Checks

• ] Plain language a shopper understands at a glance — no legalese
• ] The window, condition, and "who pays shipping" are stated explicitly
• ] Refund method and timing are clear (and realistic)
• ] Non-returnable categories and the faulty/wrong-item path are both covered
• ] The process is actionable step-by-step
• ] Business-specific values are flagged to set; a note to confirm legal/consumer rights is included

Anti-Patterns

• ] Do not hide unfavourable terms in dense legalese — clarity builds trust and cuts tickets
• ] Do not omit the faulty/wrong-item path — that's the case that most needs a clear, no-cost route
• ] Do not state statutory rights as fact across regions — flag for jurisdiction review
• ] Do not leave window/shipping/refund-timing vague — those are exactly what shoppers check
• ] Do not contradict the marketplace's own policy if selling there — note where it overrides

Based On

E-commerce trust & CRO practice — transparent, plain-language returns policies that reduce purchase friction and support load.