Use Qwen to draft a polite refund request when a product arrives damaged

Open Qwen and start a fresh chat

Go to chat.qwen.ai in your browser, or open the Qwen app on your phone. Sign in if you're not already. Once you're in, look for a button labeled something like "New chat" near the top of the side panel, or a pencil / plus icon you can tap. Click or tap it. A blank chat window opens with a text box at the bottom — that's where you'll type your request. Starting fresh keeps the new email clean and prevents Qwen from getting confused by anything you asked in earlier chats. If you don't see a side panel, look for a small icon that looks like two stacked rectangles or a chat bubble in the corner of the screen.

You'll know it worked when you see an empty conversation with a blinking cursor at the bottom of the page, and no previous messages above it.

Describe what you bought and what went wrong

Click into the text box at the bottom of the screen. In plain words, tell Qwen the basic situation: the product name, when it arrived, and what's wrong with it. Don't worry about being polite yet — just describe the facts. You don't need to write in perfect sentences; Qwen understands everyday language. If you're not sure how to start, write one short sentence about the product and one about the damage, and that's usually enough. The more specific you are about the damage (cracked, dented, missing a part, wrong color), the more useful the email Qwen will write for you.

You'll know it worked when Qwen responds by repeating back the key facts it picked up — usually as a short summary or just a quick "Got it" — before you give the next instruction.

Tell Qwen what you want back and ask for a polite email

Now add a second sentence telling Qwen what outcome you want — a full refund, a replacement, or store credit. Then ask it to write the email. Be clear and direct. Mention that you want the tone to be polite but firm, the length short (so the seller actually reads it), and to include your order number so they can find your file. Qwen will start typing the email right in the chat. It usually takes a few seconds. While Qwen writes, don't click anything — just let it finish so it doesn't cut off mid-sentence.

You'll know it worked when Qwen finishes a complete email that includes a greeting, your order details, a clear description of the problem, what you're asking for, and a friendly closing line like "Thank you for your help."

Adjust the tone or length if it doesn't feel right

Read the email Qwen wrote. Does it sound like something you'd actually send? If it's too formal, too long, or too apologetic, ask Qwen to fix it. Type one short sentence about what to change. Common tweaks: "make it shorter," "sound a little warmer," "mention I've been a customer for years," or "add that I have photos of the damage ready to send if needed." Qwen rewrites the email in a few seconds. You can repeat this step as many times as you like — there's no cost to asking for another version, and the second or third draft is often the best one.

You'll know it worked when the new version sounds like something a real, polite person would actually write, and when it includes the details you truly care about — order number, what you want, your name.

Copy the email and send it to the seller yourself

When the email feels right, copy it. On a computer, click and drag to select the text, then press Ctrl + C (or Cmd + C on a Mac). On a phone, long-press the email text and tap Copy. Then open your email app, start a new message to the seller, paste the email with Ctrl + V or Cmd + V, add the seller's email address in the "To" field, and hit send. Qwen wrote the words — but only you can send them. Before you hit send, double-check the order number, the seller's name, and your own name at the bottom of the email. If your app uses a phone keyboard, you may need to tap into the email body first before the keyboard appears.

Dear [Store Name] team,

I received my ceramic lamp today (order #44218, May 3). Unfortunately the shade arrived cracked and the cord is frayed, so it isn't safe to use. I'd like to request a full refund, and I have photos ready if helpful.

Thank you for your help, [Your name]"

You'll know it worked when you've sent a short, polite, complete email to the seller — and you didn't have to write it from scratch.