Refund Request Response
Respond to a refund request clearly, whether approving, partially approving, or declining.
Best for
Support agents
Customer success
Small business owners
Recommended tone
Empathetic
How to use this template
Open Customer Support Reply, describe your real situation using the example below as a guide, and the empathetic tone is pre-selected for you. Review the draft before sending — nothing is sent automatically.
Example
“Customer is requesting a refund because the product didn't meet expectations.”
Hi [Name],\n\nThanks for letting us know, and I'm sorry the product didn't work out for you. I've processed a full refund per our 30-day guarantee — you should see it back on your card within 5-7 business days.\n\nIf there's anything specific that fell short, I'd love to hear it so we can improve.
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