Customer communication for returns and claims
Keep return and claim conversations with the request. Use reply templates, share attachments and leave internal notes for your team in RetJet.
Keep the conversation with the case
A customer asks about a refund or sends a photo of a damaged product. In RetJet, you reply from the request, alongside its details and previous messages. You can read what has already been agreed before writing your answer.
Messages can include attachments. When another team member takes over, they can review the conversation and continue from where it left off.
What the customer sees
The buyer has a page for their request. They can check its status and message the store without creating a RetJet account. The conversation stays connected to that particular return or claim.
Status names should explain what has happened. “Parcel received” and “Refund completed” describe different stages. Keep that distinction in your replies so receiving a parcel does not suggest the refund has already been made.
Customer replies and internal notes
Before sending a message, choose whether it is public or internal. A public message is part of the conversation with the customer. An internal note lets your team share inspection findings or agree who will check a missing item.
Example: a customer reports a damaged backpack. A team member asks for a photo of the zip in a public reply. After receiving it, they leave an internal note for the colleague reviewing the claim. Team discussions stay separate from messages to the buyer.
Templates for recurring answers
Requests for photos, packing instructions and updates about the next step often repeat. Save those messages as templates and use them when replying to a request.
A template gives the team a starting point. Before sending it, check that the wording fits the case, particularly when explaining a claim decision or a refund. It saves retyping instructions while leaving room for a reply to the customer’s actual question.
Communication within the request process
This feature covers conversations on the RetJet request page. It does not include handling Allegro Discussions or synchronizing external email inboxes.
To collect useful details before the conversation starts, see the return and claim form. Questions and attachments let customers provide information your team would otherwise need to ask for later.