---
title: "Returns chatbot template: start a return — Dazza"
description: "A Dazza workflow template for returns and exchanges: order number, email, item and reason, confirmed by the customer and sent to your team to approve."
url: https://dazza.io/templates/start-a-return
---

# Start a return template.

The Start a return template is a ready-made Dazza workflow for returns and exchanges. Dazza collects order number, email, item and reason, asks the customer to confirm, then sends the request to your team’s inbox. Every detail, check and message can be changed.

- **4**: Details to collect
- **Send to your team**: How it finishes
- **Yes?**: The customer confirms first
- **Every plan**: Starter included

## The questions it answers.

Dazza uses it when the customer wants to return or exchange something they bought. You can change that sentence, and Dazza follows the new one.

### “Can I return this?”

### “It doesn’t fit. Can I swap it for a 12?”

### “It arrived damaged.”

### “You sent the wrong colour.”

### “How do I send this back?”

## What it asks for. Nothing more.

Dazza asks only for what’s missing, never for what it’s already been told, and checks emails, numbers and dates as it goes. Add, remove or reorder details, up to 10.

Details the Start a return template collects
| DETAIL | TYPE | REQUIRED | CHOICES OR HELP |
| --- | --- | --- | --- |
| Order number | Short text | Required | — |
| Email | Email | Required | — |
| Item | Short text | Required | — |
| Reason | Choice | Required | Doesn’t fit, Changed my mind, Faulty or damaged, Wrong item, Something else |

## Where the job goes next.

This template uses **Send to your team**. Switch to another way to finish, or add decisions that choose between them.

### Send to your team

The request lands in the Team queue of your inbox with every detail, and your team gets an email.

*As it comes*

### Share a link

Dazza shows a button to a page, such as your booking page or a form, with details filled into the address.

*Switch to it any time*

### Call your system

Dazza sends a signed request to your system and answers from the reply. Scale and above.

*Switch to it any time*

**What the customer is told**

Thanks. We’ll email your return label and instructions shortly.

## The checks, out of the box.

Every check runs in code before the workflow does, so none of them rely on the AI behaving. Change any of them per workflow.

Default checks for the Start a return template
| Check | As it comes |
| --- | --- |
| Customer confirms first | On. Dazza shows the details and waits for the customer to press Confirm. |
| Customer verifies their email first | Off. Turn it on for anything about a customer’s own account (Growth and above). |
| Team approves before it goes ahead | Off. Turn it on to have your team approve or decline each one in the inbox (Growth and above). |
| Starts in | Test, so it only runs in your preview until you set it to Live. |
| Email and messaging apps | Web chat and apps only while Confirm is on. Turn Confirm off to use it on email and messaging apps. |
| Plan | Every plan. Starter includes 3 workflows. |

## Who it suits. How to adapt it.

The groups are a guide, not a rule. Any business can use any template, renamed to fit.

### Who it suits

- Online stores
- Subscription boxes
- B2B suppliers, with the reasons renamed

### Tips for adapting it

1. Add a *What would you like instead?* detail for exchanges.
2. Add decisions on *Reason*: if it’s “Faulty or damaged”, hand over to a person; if it’s “Changed my mind”, tell them your policy first.
3. Turn on *Team approves before it goes ahead* (Growth and above), so your team checks each return before the customer is told it’s accepted.
4. Put your returns policy in Knowledge, so Dazza explains it before it collects the return.

## Start a return, answered.

Step by step in [Create a workflow](https://dazza.io/help/workflows).

### Does it issue refunds?

No. It collects the return for your team. Refunds happen in your own systems, or through a tool you connect, such as Stripe over MCP, with the checks you choose.

### Can customers send a photo of the damage?

Yes. Customers attach photos and PDFs in the chat, or send them by email and on messaging apps. Dazza looks at them before it answers, and your team sees them in the conversation. See [Photos and PDFs from customers](https://dazza.io/help/photos-and-files).

### Can it create a return label?

Not by itself. Switch it to *Call your system* (Scale and above) to send the return to your returns tool, and reply with the label link for Dazza to share.