How to Handle Returns and Exchanges on WhatsApp: Policy and Ready Templates
Handle returns and exchanges on WhatsApp: Saudi Arabia's 7-day return right and exceptions, a clear return flow, collecting photos, and ready templates.
In Saudi Arabia, consumers may cancel the contract within 7 days of receiving the product if they haven't used it, with exceptions such as made-to-order products. On WhatsApp: take the request with the order number, collect photos, decide according to your written policy, then follow up on pickup and refund with clear messages.
01What does the law say in Saudi Arabia?
Under Article 13 of the Saudi E-Commerce Law, consumers may cancel the contract within 7 days of receiving the product or contracting for the service, provided they have not used or benefited from the product. The consumer bears the cost of cancellation unless otherwise agreed.
Cancellation is not allowed in cases including:
- Products made or prepared to the customer's order: Unless defective or not matching the agreed specifications.
- Used tapes, discs and computer software, or downloaded software: Except those that are defective or non-conforming.
- Newspapers, magazines, books and printed materials.
- A defect caused by the consumer's misuse.
- Accommodation, transport and catering services.
- Other cases specified by the Implementing Regulations according to the nature of the product or service.
Source: E-Commerce Law, Article 13, text published by the Ministry of Investment, 2026. This is a general summary, not legal advice; check the official text or consult a lawyer. In other countries, check your local consumer protection law.
02Write a clear return policy before you need it
- Period: 7 days is the legal minimum in Saudi Arabia, and many stores offer longer as a competitive advantage.
- Product condition: Unused, in its original packaging with tags attached.
- Exclusions: Name them explicitly, such as tailored or personalized products.
- Shipping costs: Who pays when the customer changes their mind, and who pays for a defect or your mistake.
- Refund method: To the same payment method, within an approximate timeframe you commit to.
- Exchanges: Whether you allow a change of size or color, and how.
Publish the policy on the product page and the checkout page, and include its link in the order confirmation message. Customers who read it before buying rarely argue afterward.
03The return request flow on WhatsApp
| Step | What happens | Who handles it |
|---|---|---|
| 1. Intake | The customer writes "I want to return this" and is asked for the order number | AI agent |
| 2. Verification | Check the delivery date and product against the policy | AI agent or staff |
| 3. Photos | Request photos of the product, the defect and the label | AI agent |
| 4. Decision | Approval, a reasoned refusal, or an exchange offer | Staff |
| 5. Pickup | Courier appointment or reverse shipment instructions | Staff or shipping team |
| 6. Inspection | Match the returned product against the photos | Warehouse |
| 7. Closure | Refund the amount or ship the replacement, then a short satisfaction question | Staff |
In Modeer 360, all of this happens in one conversation with a "Return" tag on the customer profile, so any staff member can see where the case stands without asking the customer again. To pull order data automatically from your store system, ask the Modeer 360 team about integrating with your store.
04Collect the right photos the first time
- A photo of the whole product: Front and back.
- A close-up of the defect: In good lighting.
- A photo of the label or barcode: To match the product with the order.
- A photo of the outer packaging: If the damage happened in shipping.
- A short video: For devices that don't work.
05Ready templates to copy
Don't send promotional messages to a customer with an open, unresolved return; pause campaigns for them temporarily with a tag in the CRM.
06Turn a return into an opportunity
- Offer an exchange or store credit first: Many customers want a different size, not their money back.
- Record the return reason: Size, color different from the photo, defect, delay. A monthly report reveals the problem product.
- A fast, polite reply: Customers whose return was handled easily usually come back to buy.
- If the customer is angry: Apologize and solve the problem first, then explain the policy.
Key takeaways
- In Saudi Arabia: 7 days from delivery to cancel, provided the product is unused, with specific exceptions.
- A written policy published before purchase prevents most disputes.
- A clear flow in one conversation: order number, photos, decision, pickup, refund.
- Offer an exchange first, and record return reasons to improve your products.
Frequently asked questions
Can a customer return a product they have used?
Under the Saudi E-Commerce Law, cancellation within 7 days is conditional on the product not having been used or benefited from. Defects and non-conformity are treated differently, so check the official text for details.
Who pays for return shipping?
The law puts cancellation costs on the consumer unless otherwise agreed. Many stores cover them when the product is defective or the error is theirs; state this in your policy.
Can I handle the whole return over WhatsApp?
Yes. Intake, photos, the decision and scheduling all happen in the chat, while the physical pickup and inspection stay with the warehouse.
Does Modeer 360 log return cases?
Yes. The conversation is saved in the customer profile with a tag and a stage in the CRM, and you can pull reports on them.
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