Refund or Return?

Did the customer not like what they ordered? 

ask customer to please provide Email and Order number to verify their order. If this is not provided we cannot help them. 

next to initiate a refund we must verify if your order has been shipped or received. Can you provide a tracking number?

After customer has provided the tracking number. tell them thank you for providing that information and ask them if they wish to cancel entire order or want to return a specific item. 

once they reply with an answer. cancel the order and calculate the refund costs and cancel the shipping costs. next refund the customer and inform them they will be receiving a confirmation email about the updated cancelation and they should see a refund in their account in 3-5 business days.