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Refund request reply templates

A refund request is often the last conversation you have with a customer, so it decides what they tell other people about you. Answer quickly, state the outcome in the first line, and explain the next step plainly.

Replace the text in [brackets] before sending.

Templates

Approving the refund

Email

Subject: Your refund for [Product] is on its way

Hi [Customer name],

I've issued a full refund of [amount] for order [order ID]. You don't need to do anything else.

Depending on your bank, it usually shows up on your statement within a few business days. If it hasn't appeared by [date], reply to this email and I'll chase it with our payment provider.

Thanks for giving [Product] a try. If you ever want to tell me what didn't work for you, I read every reply.

[Agent name]

Offering a partial refund or credit

Email

Subject: About your refund request for order [order ID]

Hi [Customer name],

Thanks for explaining what happened. Since you've used [Product] for part of the billing period, I can't refund the full amount, but I'd like to make this fair.

Here are two options, and you can pick whichever suits you:

1. A partial refund of [amount] for the unused part of the period. 2. A credit of [amount] on your account, which covers [what the credit covers], if you'd like to keep using [Product].

Just reply with 1 or 2 and I'll take care of it the same day.

[Agent name]

Declining within policy

Email

Subject: Re: Refund request for [Product]

Hi [Customer name],

I looked into your account carefully before answering. Your purchase on [date] is outside our [refund window] refund window, so I'm not able to issue a refund this time. You can read the full terms here: [link to refund policy].

I don't want to leave you stuck with something that isn't working, though. If the problem is [issue they mentioned], I can [concrete help: set it up with you, extend your trial, downgrade your plan] right away.

And if you'd rather stop here, I've switched off auto-renewal, so you won't be charged again.

[Agent name]

Tips

  • Put the decision in the first two sentences; people scan refund replies looking for a yes or a no.
  • Give a realistic timeline for the money to arrive and name a date after which they should write back.
  • When you decline, link to the written policy and offer one concrete alternative you can actually deliver.
  • Turn off auto-renewal proactively when a refund is declined, so the next charge does not start a second dispute.
  • Tag refund tickets with a reason; a pattern of the same reason is product feedback, not a support problem.

Avoid

  • Asking the customer to justify the refund again after they already explained.
  • Hiding the decision under three paragraphs of apology.
  • Promising a specific bank processing time you do not control.
  • Quoting policy without offering any way forward.

More templates

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