16 Refund Request Email Response Templates To Refund Your Customer Like A Pro


Refund requests are part of any business. This is why it's important to plan accordingly, so it doesn't take you by surprise. Discover below 16 refund request email responses to refund your customers like a PRO.

What’s more, the key is to not look at them as the end of the conversation. Build them like it’s the beginning of finding out valuable information which can help innovate your solution, and turn one-time leads into long-term customers.

How to handle refund requests

When dealing with a refund request email response, keep these three rules in mind:

  • Be prompt and don’t make people wait, feeling their time is not valuable.
  • Be professional and have in mind that you want that person to come back for different products or services.
  • Be understanding whether a client returns the product or cancels the remaining subscription plan, and try to convince them to offer you something in return, so you both win, like an honest review.  
A man with a credit card on his hand

>>> Your refund policies must be clear and accessible

When you launch a business, make it clear what type of refund policies you will offer. You don’t have to be cornered into a format you do not approve of, so keep improving traditional templates. The important thing is to be transparent with the customer’s refund request and to also put yourself in the client's shoes.  

If you are offering products on an online platform, know that people are entitled to a refund if they see the product, and it doesn’t suit them. If you are offering tech solutions, know that people might buy the subscription only for the first months, to test it out. 

Of course, you can also review your refund policy and stipulate that you cannot offer a refund in certain cases, for example, if it’s after 30-40 days, but you can offer store credit for another product or solution. You can also propose the possibility for the customer to freeze their subscription up until a certain point. Pick and choose to make it work for you. 

>>> Always look at the customer's history with your company

The customer’s journey is one of the most important assets for your growth strategy. If it’s the first time the user is interacting with your brand and he or she is not satisfied, find out if you might just be tapping into a different market, and your solution isn’t optimized for it. 

On the other hand, if it’s a long-term client, this is a great opportunity to review the customer’s refund request and see if he or she requires some upgrades or add-ons. And if you do not have them, then it’s time to develop them. 

"At the end of the day, customer service and an effortless refund process are essential components to delivering a great product experience. "

>>> Ask questions to learn how you can prevent this situation from occurring again.

This leads us to the next step, which is developing a thorough questionnaire that users can complete before your customer service team can release the funds. When you respond to refund requests, make sure you also reward them for their time with a hard-to-pass discount. 

This way, you value customer feedback while also making sure customer satisfaction is our number one priority.

Why to handle refund requests like a pro

Although it may appear to make sense, some companies do not manage refund requests well.

There are a few key things that support teams need to keep in mind when responding to customers who have requested a refund. By following some simple steps, you can help ensure that the customer feels heard and satisfied with the resolution.

This is important because angry customers can have a negative impact on your business, so it’s essential to handle the situation successfully.

Let’s take each situation one by one. Feel free to adapt each customer service email template so it suits your brand’s voice. But, whatever you do, keep it short, simple, and polite. 

Sample refund emails templates

  1. Message for a general refund granted and to inform how you will process the refund:

This is a sample email of refund money to the customer, which you can modify and adapt for every situation. Having templates on hand and automating the general responses with tools like Emailtree will save time, so you can focus on tackling other issues. 

Hey there, #CHER# #NAME#,

Thank you for reaching out. 

Your refund request has been approved. You will receive it as soon as possible, between 3-5 days, depending on the bank transfer. 

And because we want to be able to develop what you need in the future, we would love it if you could answer a few questions. 

It will take you up to 5 minutes, and to reward you for your time, you will receive a discount code of 20% for your next order with us. 

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Message for a partial refund granted and to inform how you will process the refund:

Hey there, #CHER# #NAME#,

Thank you for reaching out. 

Although your request doesn’t meet our refund policy, which you can read here, we hear you! 

We are happy to announce that we managed to get your refund request partially approved. This means you will be receiving the funds for the rest of the subscription year, without the funds for the first three months, which have already passed. You will receive it as soon as possible, between 3-5 days, depending on the bank transfer. 

And because we want to be able to develop what you need in the future, we would love it if you could answer a few questions. It will take you up to 5 minutes, and to reward you for your time, you will receive a discount code of 10% for your next order with us. 

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Refund granted for a wrong order:

Hey there, #CHER# #NAME#,

Thank you for reaching out. 

We apologize for any inconvenience this may have caused you and we appreciate that you took the time to let us know about the issue. We are happy to inform you that we will be granting your request for a full refund on the order.

We would also appreciate it if you could provide feedback on what caused or contributed to the wrong order being placed so that we might better serve you and other customers in the future.

And because we value you becoming our next customer, we want to share a 10% discount on your next order.

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Refund granted for a damaged product:

Hey there, #CHER# #NAME#,

Thank you for reaching out. 

We hear you and we are so sorry you have received a damaged product. We take full responsibility and your refund request has been approved. You will receive it as soon as possible, between 3-5 days, depending on the bank transfer. 

And because we value you becoming our next customer, we want to share a 10% discount with your next order.

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Refund granted for an incorrect amount charged:

Hey there, #CHER# #NAME#,

Thank you for reaching out. 

We have taken a look at the issue and are pleased to inform you that we have granted a refund for the incorrect amount charged.

You will receive it as soon as possible, between 3-5 days, depending on the bank transfer. 

We apologize for any inconvenience this may have caused and thank you again for alerting us to the issue.

We are dedicated to providing our customers with the best possible experience, so if you have any questions or concerns please don't hesitate to contact us at anytime.

And because we value you becoming our next customer, we want to share a 15% discount with your next order.

Have a lovely day,

#USER_NAME#

  1. Refund granted when you are out of stock:

Hey there, #CHER# #NAME#,

Thank you for reaching out. 

Unfortunately, due to being out of stock, we could not fulfill your order and have had to issue a full refund to your original payment method.

We understand how frustrating it can be when an order cannot be fulfilled, and we take these matters very seriously. We hope that you will give us another chance in the future.

And because we value you becoming our next customer, we want to share a 15% discount with your next order.

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

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  1. General refund not granted:

“Hey there, #CHER# #NAME#

Thank you for reaching out. 

Your refund request has not been approved because it goes against our refund policy, which you can read more about here. 

But because we value your time, we want to share a 5% discount with your next order.

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Refund not granted because of non-receipt of goods in the warehouse:

“Hey there, #CHER# #NAME#,

Thank you for reaching out. 

Your refund request has not been approved because it goes against our refund policy, the non-receipt of goods in the warehouse is missing, and you can read more about it here. 

Can you provide a proof or a tracking number so we can follow the shipment's progress and keep up with its return journey.

And because we value your time, we want to share a 5% discount with your next order.

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Refund not granted while providing multiple options:

“Hey there, #CHER# #NAME#,

Thank you for reaching out. 

Your refund request has not been approved because it goes against our refund policy, which you can read more about here. 

We are sorry we couldn’t keep collaborating with the store credit we offered, but we value your feedback, so feel free to share it via this questionnaire. 

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Refund not granted due to return after expiry of the return policy period:

Hey there, #CHER# #NAME#,

Thank you for reaching out. 

Your refund request has not been approved because it goes against our refund policy, the granted due date to return expired, and you can read more about it here. 

But because we value your time, we want to share a 5% discount with your next order.

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Refund not granted because goods are not defective:

Hey there, #CHER# #NAME#,

I am writing to inform you that we have not granted your request for a refund.

We understand how frustrating this must be, but we are unable to provide the requested reimbursement.

As part of our Customer Satisfaction policy, we are offering you an exchange for a better-suited product. Please reach out to our customer support team and they will be happy to help you with the process.

Once again, we apologize for any inconvenience this has caused you.

We value your business and look forward to continuing to serve you in the future.

Have a lovely day,

#USER_NAME#

  1. The refund is being held until we receive more information from the customer:

Hey there,#CHER# #NAME#,

Thank you for reaching out. 

Your refund request has not been approved because we need to receive further information from you and check if it meets our return policy rules.

Please let us know the following [details.]

Looking forward to hearing back from you so we can move forward with your request as soon as possible. 

Have a lovely day,

#USER_NAME#

  1. Delayed refund because of payment processing issues:

Hey there, #CHER# #NAME#,

Thank you for reaching out. 

We are happy to share that your refund request has been approved. Unfortunately, due to some processing issues, it will take a little longer than the standard processing of 3-5 business days.

But because we value your time, we want to share a 5% discount for your next order with us.

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Sending a survey after the refund has been granted:

Hey there, #CHER# #NAME#,

Thank you for collaborating with us. 

Your refund request has now been approved and paid.

And as a token of our appreciation, we want to share a 5% discount on your next order if you quickly go through this questionnaire, so we can improve our services. 

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Sending a survey after denial of a request for a refund:

Hey there, #CHER# #NAME#,

Thank you for collaborating with us.

Because we value your time, we want to share a 5% discount with your next order if you quickly go through this questionnaire, so we can improve our services. 

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

  1. Follow up on the promised refund, but not yet been received:

Hey there, #CHER# #NAME#,

Thank you for collaborating with us.

Your refund has been approved and is currently pending due to some challenges with your local bank.

While you wait, we want to share a 5% discount on your next order if you quickly go through this questionnaire, so we can improve our services.

Let us know if we can further assist you. 

Have a lovely day,

#USER_NAME#

Sometimes, it takes going through different challenges together to strengthen relationships between brands and their clients. Building a community around your company means listening to your customers and improving their experience. And one way is to issue a refund like a PRO, so they feel valued. 

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