Explain what happened and what you want, then ask the business to confirm the next step in writing.
Start with the right route
Check the seller’s return policy and deadline first. A return window and a manufacturer’s warranty are different routes; after the return deadline, the manufacturer may be the right contact for a defective item.
The FTC recommends gathering purchase documents, describing the problem, and stating your requested resolution. Send copies and keep your originals.
Make your message easy to act on
Our approach: give the person reading your message a small, complete picture. One sentence for the purchase, one for the fault, and one for the outcome you are requesting. Attach the receipt and relevant evidence. Replace every bracket in the template below with accurate details.
If support asks for more evidence, keep it in the same conversation where possible. Ask whether you need a return authorization before sending the item.
If the answer is no
Ask calmly for the reason and the policy being applied. The FTC suggests asking a manager when a representative cannot resolve the problem, and keeping dated notes of conversations.
Your state consumer protection office may be able to help with an unresolved dispute. An FTC report can help reveal patterns, but the FTC does not resolve individual complaints. No template guarantees a refund or a new product.
What to keep
- Receipt or invoice
- Photos and a factual description of the fault
- Case number, replies, and any promised next step
A message you can adapt
Hello, I bought [product and model] from [seller] on [date], order [number]. The issue is [describe what happens and when it started]. I have tried [relevant troubleshooting, if any]. I would like to request [repair, replacement, or refund]. I have attached [receipt and relevant evidence]. Please confirm the available remedy, any costs, and whether I need a return authorization before sending the item. Please also share a case number and the expected next step. Thank you, [Your name]