Service and recovery

Returns recovery

3 steps

Turn a return or refund into a retained customer. Suppresses all other flows and leads with empathy, not selling.

The sequence

Step 1. We're sorry
On refund/return detected
Empathy first. "We're sorry [product] didn't work out." Direct support link. No selling.
Step 2. Exchange suggestion
+3 days
Suggest an alternative product based on why customers typically return this item. Store credit offer if applicable.
Step 3. Feedback request
+7 days
"Help us improve." Short survey on what went wrong. Then flow exits — no more contact unless they re-engage.

Emails: 3
Span: On refund/return detected to +7 days
Category: Service and recovery

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