# Returns and Refunds Decision Sheet

Work a return, refund, or cancellation request from the facts to the decision, before you reply.

1. Request type (return / refund / cancellation / damaged / wrong item)
   - Answer / fact:
   - Where it lives:
   - Who decides:
2. Order and date of purchase
   - Answer / fact:
   - Where it lives:
   - Who decides:
3. What the policy actually says
   - Answer / fact:
   - Where it lives:
   - Who decides:
4. Whether the item was used, opened, or altered
   - Answer / fact:
   - Where it lives:
   - Who decides:
5. Whether the buyer supplied photos or evidence
   - Answer / fact:
   - Where it lives:
   - Who decides:
6. Whether the fault is yours, the carrier's, or the buyer's
   - Answer / fact:
   - Where it lives:
   - Who decides:
7. Whether the item is excluded (custom, digital, sale, hygiene)
   - Answer / fact:
   - Where it lives:
   - Who decides:
8. Who pays postage
   - Answer / fact:
   - Where it lives:
   - Who decides:
9. Refund, replacement, store credit, or repair
   - Answer / fact:
   - Where it lives:
   - Who decides:
10. Refund amount before fees
   - Answer / fact:
   - Where it lives:
   - Who decides:
11. Refund method and expected timing
   - Answer / fact:
   - Where it lives:
   - Who decides:
12. Restocking fee position
   - Answer / fact:
   - Where it lives:
   - Who decides:
13. Whether stock exists for a replacement
   - Answer / fact:
   - Where it lives:
   - Who decides:
14. Whether this case needs a second person
   - Answer / fact:
   - Where it lives:
   - Who decides:
15. Whether the policy needs updating afterwards
   - Answer / fact:
   - Where it lives:
   - Who decides:
16. Reply template used
   - Answer / fact:
   - Where it lives:
   - Who decides:

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