# Return reply for unopened order A100

Scenario: US direct-to-consumer homeware support, after-sales return. The item was delivered October 20 and the request arrived November 3, 2026, 14 calendar days later. Its stated unopened and unused condition falls within the supplied 30-day unused-return window. That establishes eligibility for the process, not final refund approval.

## Concise customer-ready reply

Hi, thanks for contacting HarborMug about order A100. Your unopened, unused item is within our 30-day return window. Please reply to your original order email with A100 so we can arrange the authorized return instructions and label. Please wait for those instructions before sending the mug back. I'll update you within one business day. Return postage and the refund timeline still need confirmation, and the final refund requires merchant approval.

Best,
Mia
HarborMug Support

## Expanded customer-ready reply

Hi, thanks for getting in touch about returning order A100. I can help with the next steps.

Your order was delivered on October 20, and you requested the return on November 3. As the mug is unopened and unused, it is within our 30-day unused-item return window.

Please reply to the original order email and include A100. I'll request the merchant-authorized return label and address, then send the instructions to you. Please keep the item unused and wait for those instructions before posting it; we do not want it sent to an unconfirmed address.

I'll send a status update within one business day. I am also confirming who covers the return postage, the refund processing timeline and whether any original shipping charge is refundable. The final refund remains subject to merchant approval. The one-business-day update is a support response target, not a promise that the refund will be completed by then.

You can reply in the same email thread if you need help with any of the steps.

Best,
Mia
HarborMug Support

## Internal handling checklist

1. Match the original order thread and A100; confirm delivery and the stated unused condition. Do not request payment credentials, government ID or unrelated personal information.
2. Record delivery October 20, request November 3 and 14 elapsed calendar days. Keep the return window separate from business-day support timing.
3. Support owner requests an authorized label and return address. Do not invent a warehouse address or send the customer to an unapproved location.
4. Escalation owner confirms return-postage responsibility, refund timing and treatment of the original shipping fee before those details are communicated.
5. Send the approved status update within one business day even if the policy decision is still pending. Track the update separately from refund completion.
6. After return instructions and receipt checks, record the merchant's refund decision. Never mark refunded until the actual transaction succeeds and can be reconciled.

Escalate when facts conflict, the item is used, the request is outside the policy window, a refund exception is requested, or the approved support-update target is at risk. This case needs policy clarification for postage and timing, not a fabricated instant refund or discount.

## Reusable FAQ entries

**Can I return an unopened mug?** Unused items may enter the return process within 30 days of delivery. Final refunds require merchant approval.

**How do I get the return instructions?** Reply to the original order email with your order number. Support will request the authorized label and address. Wait for the instructions before sending the item.

**Is return shipping free?** That has not been confirmed in the supplied policy. Support must confirm postage responsibility before promising a free label.

**When will I receive my refund?** The refund timeline still requires approval. A support update within one business day does not mean the refund will arrive within one day.

**Will the original delivery charge be refunded?** The supplied policy does not resolve that point. The escalation owner must confirm it for the request.

The output is a completed response draft and handling plan based on fictional merchant facts. No email, return label or refund has been sent or issued. Creator outreach appears in the broad input bundle but is outside this exact return-response prompt, so no business contact message was generated or sent.