如果客户提出想退货或换货，若同意，客服人员应在邮件中给予提示如何退换货，提供退货地址。当然，一定要提醒客户退换的货物是不能影响二次销售的，客服人员可以在信中加一句“退回的货物应保持完好无损”即“Returned goods must remain intact and in perfect condition”，以保护卖家的权益。可以参考下列范文给予回复。
范文
Dear friend,
Yeah, we can accept the exchange. Please kindly return back to following address:
Attn:
Address:
Zip Code:
Phone:
Please make sure all the returns should include all the original products, packages, accessories and gifts(if there is any) in a re-saleable condition.
Please also be noted that the return cost should be accepted at your end. We will send you the new correct one upon receiving the return tracking number.
We have another solution to help you solve the issue easier. If you can help us bear the cost of $XX, we can send you a new one directly without the return, in that case you need pay for the highly returning shipping fee.
Best regards!
