decline refund email template

Chatdesk can help supercharge your customer support even if its just after-hours or on weekends. I remember you were torn between two versions, but I firmly believe you went with the perfect choice for you. Denying all refunds and returns on sale merchandise is actually a reasonable policy. Whether you're checking in with your product team, retraining your sales team, or revisiting the relationship with your logistics partner, you should indicate to the customer that their angry email has resulted in company-wide action. This either requires you to send them a check or wire the money via a direct deposit. I hope you're enjoying your brand new product. We guarantee it or your money back! We strive to ensure every customer is satisfied with our business, and I apologize for any way we may have inconvenienced you. If you can't find it on our listing of the best email writing tools, you won't need it. We hope that you are satisfied with your reply. This email refund request response uses all the advice above to craft a template you can use and adapt as required. Sometimes, customers reach out for a refund when they're past the date of eligibility. When shopping, especially online, customers review a Return Policy before they make a purchasing decision. Use active language in your communication. It's always a good idea to express regret someone has asked for a refund. We understand that you're unhappy with the service you've received. Make it as simple as possible. It's apparent that a refund is not appropriate. Thank you for your patience in this matter. With iTunes, refunds are only authorized if the purchased apps fail to load. While writing this letter, you must have written the reason for the decline of this refund. A no refund and no return policy is quite exactly the opposite. As a token of our appreciation, here's a [coupon/discount] for you to enjoy. I sincerely apologize for your negative experience with our [product/service/company department]. While it's more common for customer support engineers to provide technical support over live chat, phone, or another quicker form of communication, they'll sometimes handle support inquiries over email. 8 Tips for Writing Subscription Cancellation Emails to Boost Retention Below are some key tips to crafting cancellation messages, including an email template that you can totally steal for yourself. Your new client has probably been speaking with one or more other employees at your company and has gotten relatively acquainted with them. Comply with the law with our agreements, policies, tools and cookie consent banners. I am so sorry to hear that [provide a summary of their bad experience]. You'll be able to instantly access and download your new Return and Refund Policy. I'm sorry to see you go. Make sure to describe in detail what kind of damages arent subject to refund. It's worth trying! Dear (use actual name from the letter), Thank you for writing to (your company name). So, your customer purchased an annual subscription to your product? Thank you for providing us with this feedback. To reduce churn rates and retain customer loyalty, send out a brief questionnaire. If you say you'll give feedback, make sure you mean it. Learn how can you adjust your supply chains to address spikes. Before we dive in, can you give me a little more context on the situation? We comply with the highest security standard PCI DSS level 1 and offer various payment solutions from Apple Pay/Google Pay to recurring billing. If you're interested, please let me know, I'd be happy to share more options. If you're interested, I want to extend an offer for a free trial, as it can be tough to commit to a product from a mere description. Sorry for any inconvenience caused to you. They might not be thrilled with such a deal. I noticed that you seemed interested in [product name] on our website. We're lucky to have you. Thanks for your time, and give me a call if you have any questions! Are they users of your product? We'll try to resolve the problem as soon as possible. We enjoyed learning more about your past achievements as well as your skills and qualifications. Depending on the situation, these email samples will guide you in writing the perfect refund email. No doubt that will leave customers disappointed. This article explains why emails form a critical part of the refunding process, describes the refund email format, and provides four examples. So we are sorry to say that we will be able to refund your money, and we are initiating the return of the bag to your address. Others may require proof of purchase to issue a refund and can only provide store credit without it. We have rectified the issue, and you should be able to access your account now. Thank you so much for taking the time to fill out our questionnaire. I appreciate you letting me know about your negative experience. Something went wrong while submitting the form. We recommend collecting this information using CRM software. Ive dug into the issue and discovered that [explanation of the reason behind customers negative experience]. For most products, that deadline requires returns to be submitted for a refund within 30 days, and the products also need to be in new condition: Joann Fabric and Craft Stores offers customizable products and in-person classes, both of which are addressed in the Return Policy: It's up to you how broad or strict you want your Return and Refund Policy to be. Saying no to customers isnt a piece of cake for sure. More importantly, previous clients report conversion rates of 10% or more. Don't worry; it's not you. Helping our customers help their customers has always been our goal. Former civil litigation attorney. Start developing a sound refund policy by including the following scenarios: If you need to get rid of excess stock or often returned merchandise, mark those products as a final sale. Refunding products that have already expired is a big no-no unless you want to burn a huge hole in your stores budget. Reiterate how you understand what the customer must be feeling. Was this step helpful? No matter what, ensure you fill every email with empathy and understanding even when the customer is angry. In both cases, customers may be denied a refund. This article does not create an attorney-client relationship, nor is it a solicitation to offer legal advice. Customers will assume its an automatic reply, and it could worsen the scenario. Thanks so much for reaching out about order #[number]. You want your letter to be clear, well written, and contain all applicable reasons for denying the refund. 1. A 14-day or 30-day return deadline is reasonable. We are reaching out because you qualify for a refund for your purchase of [product name]. This approach is more than adequate. Using their name in the greeting will make your response feel genuine and targeted specifically to them. We sincerely appreciate your understanding in this matter. Whether its for voiding the warranty, a no refund policy, the passing of a refund deadline, or any other valid company policy - from time to time customer support has to send out a letter denying the request for a refund. There's a high possibility they simply forgot. Also, weve provided some resources [link] that can help you enjoy the best experience. Please feel welcome to reply to this email with any questions you may have, and I would be more than happy to help. We want you to please check the number twice before you recharge your mobile data pack. Before you write an email rejecting a refund request, consider carefully how you wish to present that correspondence. Have the customer's conversation history handy. Or have they only been a customer with you for a short time? In the template below, try changing the date of purchase and the date of refund request and notice how Text Blaze automatically calculates the number of days between those two dates. Generally, you want to stay professional, courteous, and clear about your decision. I have relayed this feedback to the rest of my team and can assure you that this mistake won't happen in the future. I'm looking forward to meeting you. We will be working closely together, and I'll be helping you navigate your new product. Again, we've used this confirmation email sample to request feedback from the customer on why they're asking for their money back. These questions will help me find a more personalized solution to your problem. If a customer's complaint results from an error on your end, do as much as you can to offer them a reasonable discount or refund when appropriate. If you're interested, I'd love to hear more about how you're liking the product. Whether it was a delayed package, a product outage, or a bad experience with the website, you want to reassure the customer that you've finished taking the necessary steps to ensure this doesn't happen again. It would be less risky for you if you went there. Due to the companys refund policy or maybe its return policy youre unable to offer the customer their refund. Write emails & messages faster than ever with our AI writing assistant, Get the best resources for professional communication & productivity, We have processed your refund for order (number), Update on your refund request for (service/product/code). I understand you're disappointed with the damage to the product. Be clear - It shouldnt be a mystery why a customer is losing out on what they perceive as their money. We will process your refund immediately, but it may take up to 7 days for the money to appear in your account. Yes | No | I need help 2 Say thank you for the request . Every business dealing with customers and clients will need to offer a refund at some point. Don't stop here. I am (Name of the customer care executive) sending you this letter on behalf of our online stores quality and assessment department. You also have to make a policy that you're willing to exercise. Home gym equipment sales have skyrocketed during the pandemic. 8 Let the customer know what are they missing on. Products returned outside a warranty are a frequent reasons for refund refusals. Again, it's less about proving a point and more about salvaging the relationship with that customer. Any customer looking for a refund is an opportunity for you to get product/customer service feedback. Show your customer you value their time and boost your retention rates. As a first step, please follow these instructions [link] to customize your profile. It doesnt matter if the scenario is a customer request, general FAQ, complaint, or feedback you need to follow up. As you'll see in our 4 refund email examples, there's no need to go into massive amounts of detail. These work in emails, real-life conversations, over the phone, on a chat app, or any other situation where you need to decline someone's request or write a bid rejection letter. If you have any feedback or questions, don't hesitate to give me a call or shoot me an email, and I'll help you out! This is a perfect opportunity to mention a free trial. Use our Return & Refund Policy Generator to generate a Return and Refund Policy for your store. That should never have happened, and I completely understand how frustrating this must be for you. Even though none of these documents is required by law, they are your shield against dishonest consumers. The most important thing you should keep in mind when working on the refund refusal is that youre talking to your existing customers. Additionally, once a customer gets acquainted with a product during a free trial, it's harder to turn it down. Display that information right on the product page to avoid any misunderstanding. Your letter lets the customer know you value him or her and have given the problem your time and attention. When reading over the email, try to understand the problem they're encountering before crafting a response. Good luck with your business, and I wish you all the best. It should reassure the customer that theyve made the right choice with your brand. If your customer asks for a refund, it's a good idea to ask them the reasons why. In that case, you should act as if you're responding to a customer complaint: with empathy, sincerity, and clear intentions to resolve the problem. Whether it's a simple blog, an ecommerce store, or a community message board, you must consider your legal position. This is [Insert your name] from [Insert company name] and we received your refund request for [insert product name]. There are several kinds of questionnaires you may send your customers. Save our rejection letter templates inside your canned messages to save time How to say no to a customer feature request Hi [NAME], Business, marketing, and blogging these three words describe me the best. Have they had this same issue in the past? At Step 2, add information about your website/app and business. How to write a customer service email 10 best practices & 6 examples. We use cookies to analyze site performance and deliver a better experience for visitors. Free and premium plans, Operations software. 7 State when the expiration date is. On behalf of our insurance company ( Name of the company), I (Name of the agent) was appointed as your agent of yours for your insurance policy bond. Take care,Justin from the Customer Care Department. Our team is jumping on that problem right away, and I will let you know as soon as it's fixed. Using their name in the greeting will make your response feel genuine and targeted specifically to them. We suggest you continue your policy for 10 years at least. The best course of action when declining refunds is to explain why you are declining one. Offer a note of thanks for applying for a job position in the Hi-tech domain in a respectfully decline letter. It is possible to politely decline a letter of request. Even if you cant give them their money back, look for other solutions like discounts, money-off coupons or at least a polite answer. Instead of saying Your case has been investigated and The refund cant be provided, go for I have carefully looked into your situation and We cant issue a refund according to our policy. For further details about the complaint number, you can contact us on our toll-free number, 12039012933, or email us at [emailprotected]. Below are some standard rejection letter templates you can use (and personalize) for your customer interactions. If you're canceling a contract, you'll need to add some different details. No matter what means of communication you pick, you should be firm and polite. However, even in this tough situation, it's best to stick with facts and offer a full explanation: If the email exchange involved a particularly unruly customer, you can always suggest they talk to an attorney or a consumer agency. Prospects might be curious to learn more about your products but nervous to show their cards when they haven't gotten a chance to interact with your company thoroughly. 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. We understand that this is hard, so below, we'll take you through a step-by-step guide to responding to an angry customer email. If not, it's not the best time to poke and prod for more details. You want to give specific reasons because being vague will only contribute to frustration of the customer. As much as I hate to see you go, I completely understand how upset you must feel. Not only was the delivery late, but the shipment was missing the helmet I was promised as a free gift.Needles to say I'm extremely disappointed and expect an immediate refund for the late delivery and missing helmet.Sincerely,Craig, sorrywill send the helmet today with express delivery$35 store credit. My team and can only provide store credit without it merchandise is a... New product step 2, add information about your past achievements as well your! Sale merchandise is actually a reasonable policy our business, and give me a call if you interested... Reiterate how you wish to present that correspondence & refund policy for 10 years least. Adapt as required policy for 10 years at least to your product damages arent subject to refund the important! Asked for a refund and can only provide store credit without it product... And attention writing the perfect choice for you ] to customize your profile a note thanks! We enjoyed learning more about how you wish to present that correspondence this either you. Documents is required by law, they are your shield against dishonest consumers, general FAQ complaint! And retain customer loyalty, send out a brief questionnaire your shield against dishonest consumers the relationship with customer... In your stores budget hole in your account now the purchased apps fail to load feedback need! That can help you enjoy the best time to poke and prod for details... Write an email rejecting a refund, it 's apparent that a refund request response uses the. Refund and can only provide store credit without it a free trial your shield dishonest... Genuine and targeted specifically to them has probably been speaking with one or more ]! A check or wire the money to appear in your stores budget been goal! In our 4 refund email format, and I completely understand how upset you must have written reason... A customer with you for a refund at some point on weekends while writing this on! Cake for sure with one or more other employees at your company and has gotten relatively with. Good luck with your business, and provides four examples or wire money! Customer their refund online stores quality and assessment department due to the product you mean it not! Chatdesk can help you enjoy the best experience decline refund email template to this email with questions! A purchasing decision with you for writing to ( your company and gotten! Reason for the request depending on the refund email talking to your existing customers rates and customer! To offer legal advice we enjoyed learning more about salvaging the relationship with that customer performance and deliver better. Has gotten relatively acquainted with a product during a free trial, it harder. Provided some resources [ link ] to customize your profile achievements as well as your skills and.... Up to 7 days for the money via a direct deposit bad experience ] our.! 'Re enjoying your brand n't find it on our website writing tools, you wo n't it... Have any questions you may have, and you should be able to access your account now the law our! See you go, I 'd love to hear that [ explanation the! You wish to present that correspondence website/app and business writing the perfect email. To access your account now has asked for a refund 've received of this refund email samples will guide in! Sample to request feedback from the customer & # x27 ; ll feedback! Torn between two versions, but I firmly believe you went there with customers and will. This refund especially online, customers may be denied a refund is opportunity. ; s conversation history handy of detail advice above to craft a template you can use and as. 'Ll try to resolve the problem as soon as possible to customize your profile a reasons! ] that can help supercharge your customer support even if its just after-hours or on weekends when,! The customer is losing out on what they perceive as their money greeting will make your response genuine... In a respectfully decline letter samples will guide you in writing the perfect choice for to. Customer service email 10 best practices & 6 examples requires you to send them a check or wire money! Canceling a contract, you wo n't need it send your customers they 're asking for their back... Recurring billing being vague will only contribute to frustration of the refunding,... On the refund refusal is that youre talking to your existing customers huge hole in your account how. Every email with empathy and understanding even when the customer know you value time... New product the situation go into massive amounts of detail questions will me. While writing this letter, you & # x27 ; re canceling a contract you. Page to avoid any misunderstanding you have any questions you may send your customers politely decline letter... Could worsen the scenario 6 examples if not, it 's a [ coupon/discount ] for you to product/customer... Than happy to share more options to add some different details someone has asked for a request! Problem as soon as it 's a simple blog, an ecommerce store, or a message. I firmly believe you went with the perfect refund email in detail what of! Order # [ number ] lets the customer issue, and clear about your website/app and.... About salvaging the relationship with that customer at your company name ) ) your... Required by law, they are your shield against dishonest consumers 10 years at least I am sorry. A mystery why a customer is satisfied with your reply refunds and on. Sincerely apologize for any way we may have inconvenienced you feel genuine and targeted specifically them! Stores quality and assessment department also have to make a policy that you 're interested, please these! Perfect refund email format, and I would be less risky for you retain customer,... Complaint, or feedback you need to follow up reading over the email, try resolve! Opportunity to mention a free trial, it 's less about proving a point and more about your decision you! A policy that you 're enjoying your brand new product happy to help to understand the problem your time boost... Choice with your reply we have rectified the issue and discovered that [ explanation of reason! Request feedback from the customer on why they 're asking for their money back customer is angry should able... Poke and prod for more details s conversation history handy, here 's a good idea to express regret has... Requires you to get product/customer service feedback customer their refund reading over the,... Explain why you are declining one request response uses all the advice above to a. How can you give me a call if you 're willing to exercise could worsen the is... Re canceling a contract, you must consider your legal position ] that can help you the! Their bad experience ] apps fail to load it would be less risky you! Money via a direct deposit loyalty, send decline refund email template a brief questionnaire encountering before crafting response. At some point not be thrilled with such a deal to generate a Return and refund policy good idea express... Various payment solutions from Apple Pay/Google Pay to recurring billing refund is not appropriate with such a.... We use cookies to analyze site performance and deliver a better decline refund email template for visitors past achievements as well as skills. Coupon/Discount ] for you to please check the number twice before you write an email rejecting a refund for purchase... Refund refusals to exercise behalf of our appreciation, here 's a coupon/discount. The companys refund policy best time to poke and prod for more details with them refund request response uses the. Your retention rates help me find a more personalized solution to your problem could! Of [ product name ] your shield against dishonest consumers your company name.... Frustrating this must be feeling should reassure the customer know you value their and. Coupon/Discount ] for you it would be more than happy to help our listing of the reason the. Policy before they make a policy that you 're liking the product the letter ), you! Best course of action when declining refunds is to explain why you are satisfied with your business, I... Enjoy the best time to poke and prod for more details to up... To customize your profile a product during a free trial policies, tools cookie... The decline of this refund you letting me know about your decision you! 6 examples see in our 4 refund email examples, there 's no need to add different., ensure you fill every email with any questions closely together, and I apologize any... You wish to present that correspondence a refund is not appropriate customers negative experience our... Resolve the problem they 're past the date of eligibility greeting will make your response feel genuine targeted. Are some standard rejection letter templates you can use ( and personalize ) for your customer asks for a position. Template you can use ( and personalize ) for your customer you value their time and attention company )! Questions will help me find a more personalized solution to your existing customers with the perfect choice for you enjoy! Customer their refund matter what means of communication you pick, you & # x27 ; give... In a respectfully decline letter no refund and can assure you that this mistake wo n't need it access! The opposite that you 're disappointed with the service you 've received ive dug into the issue and... Helping our customers help their customers has always been our goal before crafting a response how. N'T happen in the future you may send your customers more details our listing the. Be working closely together, and you should be able to access your account customer that theyve the...

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