Refund request reply generator for customer support
A refund reply should say the decision first. Pick the outcome, fill in the order and copy a reply that states the money and the timing or the reason.
Your reply
Hi [first name], Thanks for getting in touch. I have refunded $120 for the annual plan. It should reach you within 5 business days, depending on your bank. Kind regards, Sam, Acme
Fill in the [brackets] before you send. Lead with the decision, and only state timing your payment provider confirms.
Questions
How should I start a reply to a refund request?
With the decision. Say whether the refund is approved, partial, declined or waiting on information in the first line, then give the amount and timing or the reason.
Should I explain why when I decline a refund?
Yes, in one plain sentence, and point to the policy the customer agreed to. Then offer what you can do, such as an exchange or a credit, so the reply does not end on a no.
How do I state when the money arrives?
Use your payment provider's real timing and say it depends on the customer's bank. Do not promise a date you cannot control.
Can I send this reply as it is?
Fill in the bracketed parts first. The reply is a starting point that gets the order and tone right, so read it once and add anything specific to the customer.
Can Flatdesk store replies like this?
Yes. Save it as a macro in Flatdesk and insert it from any ticket, filling in the customer's name and the amount each time.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/refund-request-reply-generator">Refund request reply generator</a>Guides that go with this tool
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