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 reimbursement 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#,

We hope this email finds you well. We appreciate your recent communication regarding the issue you faced with [product/service] and your request for a refund. After careful consideration, we have decided to grant you a partial refund as a gesture of goodwill. We understand that this situation has caused inconvenience and we apologize for any inconvenience caused.

The refund amount for your [product/service] is [partial refund amount]. Here is an overview of how we will be processing the refund:

  1. Refund Method: The refund will be processed using the same payment method you used during the purchase. If you paid by credit card, the refund will be credited back to your original card. For payments made through other methods, please provide us with your preferred refund method, such as PayPal or bank transfer.

  2. Refund Timeline: Once we initiate the refund, it may take [timeframe] for the funds to be reflected in your account. Please note that the exact timeline may vary depending on your financial institution.

  3. Confirmation Email: Once the refund has been processed, you will receive a confirmation email with the details of the transaction. This email will serve as proof of the refund for your records.

If you have any further questions or concerns regarding the refund process, please don’t hesitate to reach out to our customer support team at [contact details]. We are here to assist you throughout the process and ensure a seamless experience.

Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding in this matter. We value your satisfaction as our customer and remain committed to providing you with high-quality products/services in the future.

Thank you for your cooperation.

Best regards,

#USER_NAME#

  1. Refund granted for a wrong order:

Hey there, #CHER# #NAME#,

We hope this email finds you well. We sincerely apologize for the inconvenience caused by the incorrect order you received. We appreciate your understanding and would like to inform you that we have approved your request for a refund.

To rectify the situation, we will be processing a full refund for the incorrect order. Here are the details of the refund process:

  1. Refund Method: The refund will be processed using the same payment method you used during the purchase. If you paid by credit card, the refund will be credited back to your original card. For payments made through other methods, please provide us with your preferred refund method, such as PayPal or bank transfer.

  2. Refund Timeline: Once we initiate the refund, it may take [timeframe] for the funds to be reflected in your account. Please note that the exact timeline may vary depending on your financial institution.

  3. Return Process (if applicable): If you haven’t already, please return the incorrect order to us using the prepaid shipping label we have provided. Once we receive the returned item, we will expedite the refund process.

  4. Confirmation Email: Once the refund has been processed, you will receive a confirmation email with the details of the transaction. This email will serve as proof of the refund for your records.

If you have any further questions or require assistance with the return process, please don’t hesitate to reach out to our customer support team at [contact details]. We are here to ensure a smooth resolution and address any concerns you may have.

Once again, we sincerely apologize for any inconvenience caused. We greatly value your satisfaction as our customer and remain committed to providing you with a positive shopping experience in the future.

Thank you for your cooperation and understanding.

#USER_NAME#

  1. Refund granted for a damaged product:

Hey there, #CHER# #NAME#,

We apologize for the inconvenience caused by the damaged product you received. We have approved your refund request and will process a full refund.

Here’s how the refund process will work:

  1. Refund Method: The refund will be issued using your original payment method, such as your credit card or PayPal. If you used a different payment method, please let us know your preferred method.

  2. Return Process: Kindly return the damaged product to us using the provided prepaid shipping label. Once we receive it, we will expedite the refund process.

  3. Refund Timeline: After we receive the returned item, it may take [timeframe] for the refund to be processed, depending on your financial institution.

  4. Confirmation Email: You will receive a confirmation email with the refund details once the process is completed.

If you have any questions or need assistance with the return, please contact our customer support team at [contact details]. We are here to help.

We apologize again for the inconvenience caused and appreciate your understanding. Your satisfaction is important to us, and we remain committed to providing excellent service in the future.

Thank you for your cooperation.

Best regards,

#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. 

FAQ about Refund Request Email Response Templates

Q: What is the purpose of these refund request email response templates?

A: These refund request email response templates are designed to help you respond to your customer’s refund requests in a professional and efficient manner, maintaining customer trust and loyalty.

Q: How can I use these Customer support email template?

A: Using these customer service email templates is simple. Just choose the template that best fits your situation, customize it with the specific details of the customer issue, and send it as a response email.

Q: What should I do if a customer is angry about a refund?

A: If a customer is angry about a refund, it’s important to remain calm and professional. Acknowledge the customer’s frustration and address the issue in a helpful and understanding manner.

Q: Can these customer service response templates improve customer experience?

A: Yes, these customer service response templates can improve customer experience by providing quick and efficient solutions to their refund requests.

Q: How should I respond to a customer complaint about a refund?

A: When responding to a customer complaint about a refund, it’s important to apologize for any inconvenience caused and provide options for resolution within your company’s money-back guarantee.

Q: How can I ensure that my response email maintains customer trust?

A: You can ensure that your response email maintains customer trust by being transparent, honest, and providing clear solutions that align with your company’s refund policy.

Q: What should I include in my response email to inform the customer that their refund request has been processed?

A: In your reply, you should include the refund status, product name, and any necessary details for the customer to see the refund in their account.

Q: Are these refund request response email templates suitable for all types of businesses?

A: Yes, these refund request answer templates are customizable and suitable for all types of businesses.

Q: How can I maintain customer loyalty when responding to a refund request?

A: You can maintain customer loyalty by acknowledging the customer’s issue, providing options for resolution within your company’s refund policy, and thanking them for choosing your business.

Q: Can these best Client service email template be modified for refund letters?

A: Yes, these best customer service email templates can be modified for refund letters by adjusting the tone and formatting as needed, while still providing clear solutions and maintaining customer trust.

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