Irish Returns & Customer Service Playbook (Scripts + Macros)

Irish Returns & Customer Service Playbook (Scripts + Macros)

Why this matters

Fast, fair returns and confident support turn wobbly orders into loyal customers. Clear rules + consistent scripts = fewer escalations, fewer chargebacks, and better reviews.

Your returns framework (copy this)

Sitewide promise (short):

  • 30-day returns on stock items.

  • Exchanges made easy.

  • 12-month warranty.

  • For custom/personalised items: repairs/replacements if faulty.

Policy essentials (put on a dedicated page + link in footer):

  • Who pays return shipping (Ireland vs UK/EU).

  • Condition & window (e.g., unused, original packaging, 30 days).

  • How to request (self-serve portal or email form).

  • Refund timing (e.g., 3–5 working days to original payment method).

  • Exclusions (custom goods, hygiene items, final sale).

  • Faulty/DOA path (photos/video → priority replacement).

  • Contact channels (email + WhatsApp) and response times (e.g., within 24 hours, Mon–Fri).

Pro tip (conversion): Summarise the promise on product pages under the Add to Cart button:
“Tracked delivery in Ireland · 30-day returns (stock items) · 12-month warranty.”

Plug-and-play macros (email/chat/WhatsApp)

A) Return request (stock item)

Subject: Your return request for Order #{ORDER}
Hi {Name}, thanks for reaching out. We can help with a return for {Item}.
Please confirm it’s unused and in original packaging. Once confirmed, we’ll send your return label and instructions.
Refunds are issued to your original payment method within 3–5 working days after inspection.
— {Agent}, {Brand}

B) Exchange request (size/colour)

Subject: Exchange for Order #{ORDER}
Hi {Name}, no problem—we can exchange that.
Which size/colour would you like? Once we receive your original item, we’ll dispatch the replacement within 1–2 working days and send tracking.
— {Agent}

C) Faulty or DOA (priority)

Subject: We’ll sort this fast—{Item}
Hi {Name}, sorry about this. Could you send 2–3 photos (and a short video if possible) showing the issue?
We’ll arrange a free replacement or repair immediately. If the item is dangerous/clearly faulty, you won’t need to return it.
— {Agent}

D) Late delivery

Subject: Update on your delivery
Hi {Name}, I’ve checked your tracking: {status/link}.
It’s running behind schedule; we’ve alerted the courier.
If it hasn’t moved within 48 hours, we’ll resend or refund—your choice.
— {Agent}

E) Marked delivered, not received

Subject: Let’s locate your parcel
Hi {Name}, tracking shows delivered {date/time} to {location}.
Could you check with neighbours/household and your safe places?
If still missing after 24 hours, we’ll open an investigation and reship or refund as appropriate.
— {Agent}

F) Partial refund / goodwill

Subject: A small thank-you from us
Hi {Name}, thanks for your patience. I’ve added a €{5–15} credit for your next order.
We appreciate you giving us the chance to make this right.
— {Agent}

G) Return approved (instructions)

Subject: Return approved—here’s your label
Hi {Name}, your return for {Item} is approved.

  1. Print and attach the label.

  2. Pack securely (original packaging if possible).

  3. Drop at {Courier/Location}.
    Once scanned, we’ll track it and process your refund in 3–5 working days after inspection.
    — {Agent}

H) Exchange dispatched

Subject: Exchange on the way 🚚
Hi {Name}, your replacement {Item} has shipped: {Tracking link}.
Thanks for bearing with us—shout if you need anything else.
— {Agent}

Internal operations (make life easy)

  • Self-serve portal: Use a returns app so customers can generate labels and track status.

  • Priorities: Faulty/DOA and VIP (repeat customers) get priority queue.

  • SLA targets: First response <4 business hours, resolution <48 hours.

  • Evidence kit: Ask for photos + short video for faults; reduces back-and-forth.

  • Stock hygiene: On return scan, auto-restock if resellable; quarantine faulty items.

  • Refund rules: Refund to original payment method; gift returns → store credit.

Delivery comms that prevent tickets

  • Order confirmation: clear dates, link to delivery & returns page.

  • Shipping confirmation: tracking link + “What to do if delayed”.

  • Out for delivery / Delivered (optional): reduces “Where’s my parcel?” messages.

FAQ block for policy and PDPs (paste this)

How long is delivery in Ireland?
Typically 3–6 working days (tracked). You’ll receive a tracking link.

What’s your returns window?
30 days on stock items in original condition. Custom items: repairs/replacements if faulty.

When will I get my refund?
Within 3–5 working days after we receive and inspect your return.

What’s your warranty?
12 months. If anything fails under normal use, we’ll repair or replace it.

10-minute quality checklist

  • Policy page live, linked in footer & checkout.

  • Summary line on product pages (returns/warranty/delivery).

  • Returns portal or clear email form in place.

  • Macros installed in your helpdesk (Gorgias/HelpCenter).

  • SLA targets set in team playbook.

  • “Delivered but missing” and “Late delivery” macros tested.

  • Post-return email asks for feedback/review (when appropriate).

Metrics to watch (weekly)

  • Return rate by SKU/category (spot quality issues fast).

  • First response time / Resolution time.

  • Refund vs exchange ratio (aim to tilt toward exchanges).

  • Delivery complaints per 100 orders.

  • Review volume & average rating (look for mentions of delivery/returns).

Small touches that boost reviews

  • Include a thank-you card with QR to support/FAQ.

  • Offer a €5–€10 loyalty credit after resolved issues.

  • For gifts, include hassle-free exchange instructions.

 

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