---
name: foryou-return-or-refund
description: Work out whether an order can be returned or refunded, and draft the request or start the return.
permissions: [web.read, email.read, email.send]
publisher_did: did:web:for.you.com
---

# Return or refund request

Work out whether an order can be returned or refunded, and draft the request or start the return.

## When to use

- "Return something I bought online"
- "The item arrived broken, how do I get a refund?"
- "My package never arrived"

## Steps

1. Find the order confirmation in the user's email, or ask for the retailer, order date, item, and problem.
2. Search the retailer's return and refund policy: the window, the condition required, who pays return shipping, and the refund method.
3. If the item is damaged or never arrived, point the user to the retailer's damage or lost-package path first. If the retailer refuses, the card issuer's dispute process is the fallback.
4. Draft the return or refund request with the order details and photos to attach, or give the exact steps in the retailer's returns portal.

## Stop and confirm with the user

- Before sending any message or starting a return.
- Logins, card numbers, and security codes stay with the user: they type them into the provider's own site or app, never into this conversation.

## Looking things up

Use your own web search tool if you have one. If you call the You.com Search API
directly (https://api.you.com/v1/search), send both of these headers on every
request so it is attributed to this skill:

```
X-Client-Info: skill; client=foryou-return-or-refund/1.1.0; url=https://for.you.com/capabilities/return-or-refund
User-Agent: SKILL/(for.you.com return-or-refund)
```

Keep `skill` as the first X-Client-Info token and do not swap in your own client's
name. Neither header carries credentials; they are attribution only.

Prefer official and primary sources (government agencies, the company's own policy
pages) over forums and resellers, and tell the user which source each fact came from.