Back to the blog

9 Refund Email Templates Every Customer Service Team Needs On Standby

Jessica Parks
Learn how to reply to customers gracefully on their refund status with these customizable response templates.

When it comes to your customer retention pool, personality is everything. From behind a screen, customer service needs to perform above and beyond the average to ensure potential customers are being met with utmost respect and understanding. 

That means robotic, automatic replies are not the solution — especially when it comes to tougher customer scenarios like handling refunds. You’ll want to handle them more sensitively so you don’t damage your business reputation or lose a customer.

Perhaps John Doe left a shining evaluation on a review site, posted negative feedback, wants a refund, or has a situation that needs to be remedied. All occasions aside, we have you covered with these nine customer service email templates. Add a dash of your own flavor, and you’re prepared to navigate even the toughest customer scenarios. 

These templates will cover the following:

9 Customer Service Response Templates to Process Refund Requests With Ease

To help you provide positive experiences for both existing and new customers, here are email templates for 9 specific situations.

#1. Basic Refund Email Template

Unfortunately, every company will have a small percentage of customers who wish to return your product. 

You can’t please everybody, and your product shouldn’t either. Customers cancel and refund orders all the time. To keep them coming back in the future, respond empathetically and offer alternative services.

Although their business isn’t finding a use for your services at this time, times can change, and it’s important to keep your customer relationships strong.

Hi [First Name],

This is [Your Name] reaching out to let you know we've approved your refund request. You should be able to see this transaction in your account within 3 business days. 

I'm sorry to hear you didn't love [service/product]. I know it’s not suitable for all tasks, and completely understand why you requested a refund.

We offer a few alternatives to [service/product] that would suit your intentions better. If you're interested in any of our other options, please let me know so I can walk you through your choices and find what works best for you.

Thank you for your time and effort! 

I look forward to connecting with you in the near future.

Best regards, 

[Your Name]

#2. Refund Rejection Email Template

Due to the company’s refund policy — or maybe its return policy — you’re unable to offer the customer their refund. To remedy this, lead with empathy, follow up with an explanation, and uphold a positive customer relationship.

Dear [First Name],

First off, I'd like to thank you for reaching out regarding [order #/service]. I apologize that it didn't fulfill your expectations. 

In the case of [order #/service], I am unable to provide a refund at this time as 30 days have elapsed since the purchase. 

I appreciate your understanding and would like to offer you [store credit/coupon/percentage of refund amount/discount] as collateral. In addition, I can arrange for a member of our support team to contact you with steps on optimizing your product. 

Please let me know what works best for you. I'm here to help and can answer any additional questions you may have.


[Your Name]

#3. Complaint/Refund Email Template

Any customer looking for a refund is a free chance for product/service feedback. You’ll know why they requested a refund in the first place, and it’ll prevent you from losing potential customers in the future if the issues are patchable.

Regarding a customer complaint, listen and resolve according to whatever needs are left unsatisfied.

Hi [First Name],

I see you’ve requested a refund for [product/service]. Super sorry to hear that it wasn’t for you. We’re getting your refund processed now, and you can expect to see the credit in your bank account statement within 2-3 business days. 

We must ask, what did you dislike about the product/service? Is there any specific issue on our end that we could improve on? 

Please let us know, your opinion matters to us. Thank you again for your comments and trust!

We hope to see you again in the future, 

[Your Name]

Download the Apology Letter template for COVID-19 Shipping Delays

#4. Frustrated Customer Demanding a Refund Email Template

Breathe in, breathe out. It’s time to remedy the situation to your best abilities. 

Is the customer issue transparent? If not, it's not the best time to poke and prod for more details. Address this person with an apologetic tone to maintain a neutral customer dynamic.

Hi [First Name],

I’m so sorry to learn of your frustration with our product/service, [insert product name]. I’m here now, and hopeful of making everything right for you. 

We received and approved your refund request. It should reflect as a credit on your billing statement within 3 business days.

 If you don’t notice a credit within this time frame, please let me know! I’m available to answer and address all your comments and complaints with [product name]. Your opinion is vital to our improvement, and we’d love to do better for you.

Thank you for your time, and I apologize on behalf of [company name].


[Your Name]

#5. Refund Status Follow-up Email Template

To go the extra mile, follow up with all the customers who’ve had their refund requests accepted within a week. This time frame allows your company to credit their account and the bank to process with an additional 2-3 days to spare.

Customers will appreciate the extension of responsibility. Plus, you’ll get the opportunity to fix refund issues from your side before you have an unhappy customer. 

Dear [First Name],

Hello there! 

I’m reaching out to check that you received the refund processed on [date]. Have you seen the credit on your recent billing statement?

We issued the refund amount to the payment method on the account. It usually takes 3-5 business days for the bank to receive the funds and credit your account. 

If you do not see the transaction, please reply to this message, and we will get you sorted immediately. If you have received the amount, we’re glad and appreciate you reaching out to us to remedy the issue.

Many Thanks, 

[First Name]

#6. Refund Not Received Follow-up Email Template

Whether it’s the bank’s fault or your fault, communication is key to upholding your customer’s trust.

Send an email to your accounting department to double-check that the funds were sent out, and then shoot off this reply.

Hi [First Name],

Oh no! I’m sorry to hear that your refund wasn’t deposited into your account. 

Just to double-check, we initiated a refund request to [account details] on [date of refund processing]. Is this the correct information?

If so, I’ve contacted the accounting team to resolve this issue swiftly, so you’ll have this money back in your pocket within 2-3 business days. 

We apologize for any inconveniences this may have caused you. Your refund is on the way! If you have any further questions or comments, please reach out so I can assist you further.

Our apologies, 

[Company Name]

#7. Overpayment Email Template

Now and then, your business might have to issue reimbursement to existing customers. When this happens, fill them in so they can anticipate the extra funds on their account.

Greetings [First Name],

I bring good news! The accounting team informed me that on your recent payment of [amount], you overpaid for [product/service].

Don’t worry, we’re on it. 

The new amount due was [amount], so we will be issuing you a credit of [refund amount] within 3 business days. 

Honesty is our policy. We value transparency amongst our prices and customer trust in all our services and products. If you have any further concerns, please contact me for assistance.


[First Name]

#8. Churn Investigation Email Template For Subscription Businesses

A loyal customer of two years just canceled their membership for your service, what gives? 65% of a business’s profit comes from its current customers. 

To reduce churn rates and retain customer loyalty, send out a brief questionnaire. Customers will feel good knowing you noticed their absence.

Hi [First Name],

So this is goodbye? 

We’re sad to see that you’re leaving us after [time the customer supported your company]. 

Goodbyes are always difficult, so we wanted to thank you deeply for all the ways you helped improve over the years. We truly value your input, and it’s been extremely helpful to us. 

As you set off in a new direction, we will always be here when you need us! Please reach out about your company’s growth so we can celebrate with you.

For any parting comments and concerns, please let me know!

Thank you, 

[First Name]

Check Out How Brands Like Factor Meals Reduced Customer Churn Rates With Chatdesk.

#9. Customer Follow-Up Email Template

The initial interaction was sparked by the customer reaching out to you. It doesn’t matter if the scenario is a customer request, general FAQ, complaint, or feedback — you need to follow up.

A study performed by Harvard Business reveals a staggering 56% of customers are unhappy because of poor follow-up. You set yourself apart from competitors by re-acknowledging your valued customer’s initial email.

There are hundreds of ways to follow up appropriately in any business scenario, but here is our basic recommendation.

Hi [First Name],

Thank you for contacting us on [prior message date] regarding [issue/comment]. We took what you said into account and value every bit of customer feedback related to [product/service].

Since then, we implemented new practices such as [insert product updates]. We couldn’t have done it without you!

If there is any way I can assist you further today, please let me know. I’m available for whatever you may need, and just one message away.

Thank you kindly, 

[First Name]

5 Customer Service Email Best Practices 

The common thread to the email templates above is personalization. If you ever need to craft more templated responses, always keep these best practices in mind:

1.) Address customers by name.

Being on the receiving end of an unaddressed email is a bad customer experience. Marketing greats understand customers need to feel special and acknowledged for any sale or scenario. 

If their email is without a signature, pull the customer’s name from their most recent purchase or transaction matching their email address.

2.) Get acquainted with their buyer history.

How long has this individual been a consumer in your company? Is there a history of recurring complaints regarding the service? 

Knowing the amount of time this customer has been loyal to your business is key in resolving whatever conflicts arise. It’s possible they might not comprehend clearly how your product/service functions and need a tutorial. 

For repetitive complaints, it’s time to ask specific questions to get to the crux of the issue, like, “What would you like to see as a resolution?”

3.) Ask clarifying questions.

If the explanation in the email is not clear to you, ask for a second opinion. 

Understanding and empathy are the two mandatory components of customer conflict resolution. If the customer is vague in their criticisms, ask clarifying questions to paint the whole picture. 

Never simply assume the “why.”

4.) Improve email response time.

Firing off a quick response email within seconds discredits the genuine nature of your words. Customers will assume it’s an automatic reply, and it could worsen the scenario.

Instead, take a minute to detox from any negative communication or hire a trained customer service representative to respond on your behalf.

According to a 2020 study, one-third of customers expect a reply in about one hour. The average business takes 12 hours to respond, and 62% of companies fail to respond at all. 

Complaints should be resolved swiftly to mitigate a bad review or alleviate an unhappy customer. Other emails, such as product questions, should be attended to at the same speed, if not instantly. 

Potential customers tend to care less when product answers are readily available to them through a knowledge base or help desk. 55% of users will abandon their cart if they’re unable to find an explanation for their question within minutes. 

Show your customer you value their time and boost your retention rates.

5.) Always send out a reassuring follow-up message.

Ghosting a customer after you resolve their help request leaves a bad taste in their mouth. A quick support email reassures them they’ve been heard and that your company is taking steps to avoid future problems.

Customers want to know this issue won’t be a repeat offense and cause them more stress down the road. Smoothing out the problem by promising it won’t reoccur maintains a positive B2C relationship.

Make your customer feel like part of the solution. Reference the “Customer Follow-Up Email” in the list below.

Handle Refunds Without Lifting a Finger With Chatdesk Teams.

Showing You Care Builds Customer Loyalty

Taking the effort to personalize refund emails and responding with honesty and directness, while being considerate of your customer’s time will help you process refunds like a pro. You may even impress customers. To be efficient about it, keep these 9 refund email templates on hand - just make sure to customize them to reflect your brand tone & voice.

If customer interaction isn’t your strong suit, it’s normal. You’re running a company, and it’s challenging to balance everything at once. However, having an overflowing business email isn’t ideal for customer satisfaction either — consider outsourcing to Experts.

Chatdesk can help supercharge your customer support — even if it’s just after-hours or on weekends. Our customer support agents are based in the US and we offer super affordable and flexible pricing. More importantly, previous clients report conversion rates of 10% or more. You can learn more here or schedule a demo with us.

Subscribe to our newsletter

Keep reading

See the difference for yourself

We’ll show you how Chatdesk can turn your tickets into increased sales and customer satisfaction.

Download Content

Oops! Something went wrong while submitting the form.