In a perfect world, your customers will always be 100% satisfied with your products and never need a refund. However, this is far from the case.
Some people need a refund because they changed their mind about a purchase. Maybe they found something that works better or is more affordable. Or perhaps they decide on a different colour or size. Perhaps they just no longer need the item.
No matter the reason your customers ask for a refund, you need to have a process for dealing with their request. A refund email template or text template will be one crucial part of this process, as it lets you streamline the entire transaction.
This guide will cover general tips to follow when a customer requests a refund and then help you write a refund letter. We will even provide templates that you can easily personalise and customise for your business and customers.
How to Handle Refunds
Before you start crafting your refund message to customers, make sure you understand the best practices of this process. Keep the following in mind as you handle every aspect of the refund, from communicating with the customer to refunding the money while maintaining customer satisfaction.
1. Empathise with the customer and understand their concerns.
Always come to the conversation from a place of empathy. You want customers to feel understood and let them know that their feedback matters. This will help you maintain a good relationship with them.
2. Communicate clearly and professionally with the customer.
Throughout all your communications with the customer, stay professional and communicate clearly. Even if you are frustrated with the customer’s request, or you’re dealing with an angry customer, being anything other than polite and professional will only make the situation worse.
By responding professionally, you deliver a good customer experience and improve your relationship with the customer. With the right attitude, you still have a chance of winning the customer back.
Part of communicating professionally is explaining your decision clearly as well as letting the customer know what will happen next. Your refund message to customer requests should always include a timeline and estimates of when they can expect an update on the process.
3. Review the refund policy and assess the validity of the request.
A crucial part of the refund process occurs before a customer ever requests one in the first place. You need a clear refund policy in place before you sell a product or service. Additionally, this policy needs to be communicated to customers, such as via a customer portal or in an FAQ section of your website.
This way, both you and your customer can refer to the policy. As soon as a customer requests a refund, start by confirming that the request is valid. If it isn’t, you can direct customers back to this policy in your request for a refund letter response—as well as explicitly explain why their request isn’t valid.
4. Process the refund promptly and follow up if needed.
Make an effort to process refunds as promptly as you can. Customers are already dissatisfied in some way, so this is your chance to redeem your brand in their eyes. If you wait too long to respond or issue a refund, you can increase frustration and the chances of your business getting a negative review.
By contrast, using a refund email template to acknowledge their concerns and issue a refund promptly may still lead to a positive (or neutral) review and customer retention.
It’s a good practice to always follow up after a refund. A follow-up email lets you confirm that the customer issue was resolved and gives you valuable feedback.
5. Offer another solution.
Depending on your product or service, you may be able to offer customers an alternative to a refund. The most common example would be encouraging the customer to exchange the product for another similar one.
Just remember not to be too pushy about your alternative. If the customer responds that they want a refund, not your alternative solution, issue the refund instead of trying to push them to accept the other option.
6. Document and analyse refund requests for future improvement.
Look at the customer feedback you receive after the refund. You will hopefully have insights about why your product or service didn’t fit their needs. Keep that in mind to see if you need to adjust your offerings or improve your product.
You should also gather objective data, such as the number of refund requests you receive, which products have the most refund requests, and the most common reasons for refunds. As with any other aspect of your business, this data will help you improve. In this case, the information can improve your customer experience, your processes, and your products or services.
7. Streamline the process with software.
To make the process of giving out refunds even easier, take advantage of the available software. Podium is an easy-to-use platform that lets you handle refunds without complications.
To refund payments via Podium, just navigate to Payment Activity and click on the “Paid” column. Use the search bar to find the contact. On the rightmost column of their payment information, you’ll see three vertical dots. Click on these dots and then select “Refund.” From there, you can adjust whether to give a full or partial refund, select the reason for the refund, and even add an internal note. See the process in action here.
How to Write a Refund Email
As mentioned, your “request a refund letter” response should be clear and concise. You can create straightforward responses to these refund requests by following these steps:
1. Start with a polite and professional greeting.
Begin your refund email with a polite, professional greeting. You ideally want to personalize this, addressing the recipient by name.
2. Clearly state the purpose of the email.
Make the purpose of the email clear right away and in the subject line. For example, you can put “[order number] refund request” in the subject line. Then, early in the email, tell the customer that you are addressing their refund request.
3. Provide necessary information about the refund process.
Give your customers all the information they need about the refund process. This should include:
- The timeline and what they should expect within the next few days.
- Whether they will receive store credit or the funds back on their credit card.
- Whether they need to return the product (and how).
- How to reach your support team.
4. Offer alternatives if a refund is not possible.
If the customer’s request is against your return policy, let them know and offer an alternative. For example, you can offer a discount on the next purchase or a freebie.
5. Express empathy and apologise if applicable.
Remember to show empathy in your email. Apologise for the situation that caused the need for a refund, if applicable. This is especially important in the case of a damaged product or one that doesn’t work as advertised.
Even if an apology isn’t necessary, such as when the customer changes their mind about their preferred colour, at least express empathy.
5 Tips for Writing Refund Emails to Customers
Combine the above steps to writing steps with these final tips to respond to a customer’s request for a refund.
1. Use a friendly and professional tone throughout the email.
The proper customer service response to a refund request involves keeping your tone professional and friendly. This helps you show empathy while maintaining a professional business-client relationship.
2. Address the customer by their name.
Always use the customer’s name in your responses. This shows that you care about them, and they aren’t just a number. They will appreciate the personalized touch.
3. Keep the email concise and to the point.
Make sure your emails go straight to the point. This helps ensure that customers can find the information they need right away. You’ll notice that each refund email template in the next session is concise, so they are a good starting point.
4. Provide a timeline for the refund process.
Tell the customer how long the refund will take and give them an update on the refund status. Be as accurate as possible, even if you don’t think the customer will be happy about the timeframe. It is better to give the customer clear expectations about a longer refund process. This will help you maintain customer trust in your brand.
5. Personalise the email based on the customer’s situation.
It’s important to address the customer by name, but it isn’t enough. Take the opportunity to add context to the email. For example, mention the specific product/service the customer wants a refund for. If the customer told you why they requested the refund, address that situation. In the case of a defective product, you can even let the customer know what you are doing to prevent future issues.
4 Refund Request Email Response Templates
You don’t have to start writing refund emails from scratch, as the following templates will get you started. Remember that you can easily customise these templates to fit your specific needs. They are easily adaptable to any product or service. At the very least, include the product name, the customer complaint number, and a way to reach customer support, like a phone number or an email address.
You can also use these email templates as text templates. You can even turn them into scripts for your team to use during phone interactions with customers requesting a refund. You can also combine them with a customer service email template to make them more effective.
1. General Refund Template
Hi, [Name],
We have approved your refund request for your recent purchase. You will receive it within 3 to 5 business days.
We always strive to deliver what our customers need, so we would appreciate it if you could take a few minutes to answer a quick survey. It will take no more than five minutes, and we’ll give you a 20% discount code as a thank-you for your time.
Let us know if we can help you in any other way.
Have a nice day,
[Customer service team representative’s name]
2. Template for Product Defects
Hi, [Name],
We apologise for the damaged product you received and the inconvenience it caused. We have approved your full refund request, and we will start the refund process as soon as we receive the damaged product.
We’ve attached a prepaid shipping label to this email. Please use it to return the damaged product to us. Once we receive the damaged product, our team will expedite the refund process.
The funds will be returned to the payment method you used during checkout. It typically takes 3 to 5 business days for the refund to arrive, depending on the payment method used and your bank.
We will send a confirmation email when we issue the refund.
Please reach out to us with any questions.
Once again, we apologise for the inconvenience. We strive to deliver high-quality products and hope that you will shop with us again in the future.
Best regards,
[Representative’s name]
3. Template for Dissatisfaction
Hi, [Name],
We are sorry to hear that your [product] does not meet your needs.
We’ve attached a prepaid shipping label to this email. Please use it to return the product to us. Once we receive the product, our team will expedite the refund process.
The funds will be returned to the payment method you used during checkout. It typically takes 3 to 5 business days for the refund to arrive, depending on the payment method used and your bank.
We will send a confirmation email when we issue the refund.
Please reach out to us with any questions about the process.
Our team is on hand to help you find a product that better fits your needs.
Best regards,
[Representative’s name]
4. Template for Delivery Delays
Hi, [Name],
We apologise for the current delivery delays. We pride ourselves on getting our products to customers within a week of purchase and apologise that this was not the case this time.
As a gesture of goodwill, we would like to issue you a refund for your product. We have already approved the refund, and you should receive the funds via the original payment method within 3 to 5 days.
Feel free to keep the [product] when it arrives. There is no need to send it back to us.
Best regards,
[Your Name], [Company Name]
Improve Customer Retention and Loyalty with Podium
We’ve discussed how easy it is to issue refunds using Podium. In addition to letting you accept and refund payments, Podium can also help you improve customer retention and loyalty in other ways.
The Reviews feature helps you gather reviews, letting you attract more customers. Our Website Chat improves your ability to convert customers. Meanwhile, the Contacts system keeps all of those customers’ information organized. Between Inbox, Phones, and Text Marketing, you have numerous ways of reaching out to customers.
Sign up for a free trial to start managing all of your communication with Podium.
FAQs
Q: What steps can I take when dealing with an upset customer regarding a refund?
A: Remain professional and calm when dealing with upset customers. Acknowledge their frustration and aim to be helpful.
Q: What strategies can I employ to foster customer loyalty while addressing refund requests?
A: You can encourage loyalty by apologising for the inconvenience and remaining professional and friendly. You can also offer a discount on a future purchase.
Q: How can I use refund templates?
A: You can customise refund templates to meet your company’s needs and each unique situation that arises. We suggest adapting them into several templates, one for each refund reason.
