“Print the attached label” sounds like a complete return instruction until the customer has no printer. The next step should be visible in the same message, not hidden behind a chain of support replies.
First establish which return methods actually apply to the order. A printer-free option offered by one carrier or service level may not be available for another. Do not promise a QR-code drop-off unless the relevant return has been set up to support it.
Explain the action at the counter
A useful message says whether the customer brings a sealed parcel, presents a code on a phone, or needs packaging supplied at the location. State where the option is accepted and how to find an eligible location. A generic carrier logo is not enough when only some outlets support the service.
Keep the return deadline, any fee and the items covered by the label close to the instructions. If separate orders require separate labels, explain that before the customer combines them in one box.
A fictional example might read: “For this return, show the supplied code at an eligible drop-off point. No home printer is needed. Bring the item packed as described below.” The wording is useful only when those facts are true for the actual service.
Test the message on a phone
Open the email on a small screen. Can the customer identify the correct code and distinguish it from an order barcode? Does the link explain what to do if the code cannot be displayed? Is there a contact route for someone who cannot use either digital or printed instructions?
Ask support staff which questions recur, then improve the message at the point where confusion begins. Count the avoidable clarification requests rather than assuming a shorter email is always better.
Finally, explain what evidence of handover the customer should retain and how return status will be communicated. Clear instructions connect the label to the entire return journey, including the moment the parcel leaves the customer’s hands.