Customers hear “refund” even when the screen says credit

A support-counter case about separating refund eligibility, store credit, exchange, and received-return states.

At a return counter, wording does a lot of damage. If staff says “we can process this,” the customer may hear refund. The screen may only mean store credit. Both people leave the sentence thinking they understood it. I think the public support note should be blunt about the state: refund path, credit path, exchange path, item received. Not all of them need long explanations. They just need separate names. What is the cleanest wording that does not sound hostile?