Refund Request Response Templates

Hi {{customer_first_name}},

Refund processed for order #{{order_number}} — {{amount}} back to your original payment method. It should land in 3–5 business days depending on your bank.

If it is not there by then, reply with a statement screenshot and I will chase it with our processor.

Thanks for giving us a try,
{{your_name}}

Why it works: Decision in the first line, timing expectation set, explicit return path if something goes wrong.

Hi {{customer_first_name}},

Normally we cannot refund orders past our {{window}}-day window, but in this case I am making an exception. {{amount}} is heading back to your original payment method now, 3–5 business days to land.

If something similar comes up again, reply here and we will figure it out together — please do not assume the window does not apply going forward.

{{your_name}}

Why it works: Makes the goodwill explicit, protects the policy for future cases, keeps the relationship warm.

Hi {{customer_first_name}},

Thanks for sending the {{product_name}} back. It came back {{condition_note}}, so I can refund {{partial_amount}} of the original {{full_amount}} — the rest covers what we lose reselling it.

The partial refund is processing now, 3–5 business days to your original payment method. If you want to discuss the amount, reply and I will walk you through the photos.

{{your_name}}

Why it works: Transparent math, shows the photos are there if asked, no apology for the partial.

Hi {{customer_first_name}},

I cannot issue a cash refund on order #{{order_number}} — it is {{days_past}} days past our {{window}}-day return window (policy: {{policy_url}}).

What I can do: {{credit_amount}} in store credit, good for any future order, no expiry. Reply if that works and I will add it to your account today.

{{your_name}}

Why it works: Firm no, specific numbers, real alternative. No apologizing for the policy existing.

Hi {{customer_first_name}},

{{product_name}} is not something I can refund — it is {{reason: a digital download, a custom/made-to-order item, etc.}} and our policy flags those as non-returnable (details: {{policy_url}}).

If the product is not working for you, reply with a bit more on what is off. If it is a bug or defect we will replace it. If it is a fit issue, I can offer {{discount_percent}}% off your next order.

{{your_name}}

Why it works: Separates "policy no" from "is something actually broken?" — which is the better question to ask.

Hi {{customer_first_name}},

I took a look — {{product_name}} is doing what it should, based on what you described. I cannot refund it on that basis, but I would like to get it working for you.

Can you tell me:
1. {{specific_question_1}}
2. {{specific_question_2}}

Once I have those, I will walk you through the fix. Usually it takes 5 minutes.

{{your_name}}

Why it works: Offers the help first, asks specific questions, keeps the refund door closed without being harsh.

Hi {{customer_first_name}},

Happy to look at this — I just need a couple of things to process it:

1. {{requirement_1: order number, photos of the damage, etc.}}
2. {{requirement_2}}

Reply with those and I will have a decision back within 24 hours.

{{your_name}}

Why it works: Does not refuse, does not promise. Sets a clear tight SLA for when a decision will come.

Hi {{customer_first_name}},

I see both charges on my end — {{duplicate_amount}} on {{date_1}} and {{date_2}}. The duplicate is refunded, 3–5 business days to your original payment method.

I also checked your other recent orders — everything else looks right. If you see anything else off on your statement, reply with the details.

{{your_name}}

Why it works: Confirms what the customer saw, takes the action before they ask again, offers a broader check.