退货退款回复

Draft a reply to this buyer message about a return, a refund or a problem with an order.{{#input}} What I decided and the order facts: {{input}}{{/input}}
Say sorry for the problem in one sentence without admitting more than I told you, tell them exactly what happens next (the return steps, the refund route, a replacement), and what I need from them (photos, an unboxing video, the order number). Use the marketplace's own return or dispute flow and never a side deal.
If I did not say whether we refund, give two versions, one that agrees and one that asks for proof, and tell me which fits. Warm and plain, no blame. Put [placeholders] for dates, amounts and order numbers.

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