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Templates · E-Commerce

Returns & Exchanges Bot Template

Handle return and exchange requests with reason and resolution options.

Best for
E-commerce stores
Estimated setup
5 minutes
You fill in
Store Name, Support Email, Return Window (days), Refund Processing Time (days), Return Shipping Carrier

The conversation, step by step

These are the messages and questions in the template as it comes. Words in brackets are filled in from your business details or from the visitor's earlier answers. A visitor sees only the steps that match the buttons they choose, and you can change any wording, add steps or remove them in the flow builder.

  1. Sorry to hear something wasn't right! Let me help you with a return.
  2. What's your order number? The visitor types a reply.
  3. What would you like to do?
    • Return for Refund
    • Exchange for Different Size/Color
    • Exchange for Different Item
    • Report Damaged Item
  4. What's the reason for the return?
    • Wrong size/fit
    • Changed my mind
    • Not as described
    • Other
  5. I'm sorry about that! Please email a photo of the damage to [Support Email] with your order number #[visitor's order number] and we'll expedite your replacement.
  6. The visitor is saved as a lead, tagged:
    • return-request
  7. You're within our [Return Window (days)]-day return window. Here's what happens next: 1. We'll email you a prepaid return label 2. Pack the item and drop it off at [Return Shipping Carrier] 3. Refund processes within [Refund Processing Time (days)] days of receipt We'll send the return label to your email on file shortly!
  8. Anything else I can help with?
    • Questions About Returns
    • That's all, thanks!
  9. For any additional questions about returns, please contact us at [Support Email] and we'll be happy to help!
  10. Thanks for reaching out to [Store Name]. We hope to see you again soon!

What you get with each lead

Every lead this template collects appears in your Alma leads inbox with the answers the visitor gave and these tags, so you can sort and follow up: return-request. Alma emails you when a new lead arrives. On the Growth plan and up you can also send leads to other software through Zapier, and the Agency plan adds webhooks.

Questions your flow does not cover

A template answers the paths it was built for. To answer other questions in the visitor's own words, add AI answering for $25 a month: it replies from business information you provide as text, which the Alma team loads into your bot. The article on how a knowledge base chatbot works explains what to write.

Start from this template and make it yours.

The free trial lasts 14 days. Pick this template, fill in your details, change any wording, and add the chatbot to your site with one line of code.

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