2. For more information, check out our, 25 Customer Service Email Templates to Support, Renew, & Refund Customers, Join 64,500+ Customer-Facing Professionals, Pop up for DOWNLOAD 50 FREE CUSTOMER SERVICE EMAIL TEMPLATES, DOWNLOAD 50 FREE CUSTOMER SERVICE EMAIL TEMPLATES, Download Now: 50 Free Customer Service Email Templates, Customer Complaint Response Email Template, Customer Service Follow-Up Email Template, Account Manager Introduction Email Template, Account Manager Transition Email Template. Want to turbo charge your work with templates and snippets? If your customer asks for a refund, it's a good idea to ask them the reasons why. As you'll see in our 4 refund email examples, there's no need to go into massive amounts of detail. We'll do our best to assess the problem and determine exactly what went wrong with your [product name]. Similar to an angry customer, a complaining customer is not exactly a ray of sunshine on your workday. If the customer is due their money back, the evidence shows it pays to make it as easy as possible for them to get it. Answer some questions about your business practices. If your customer is due a refund, you (or a finance colleague) will need to provide the cash back to their account (or another payment method). You can use this letter to alert your customers of an overpayment for these cases. This time frame allows your company to credit their account and the bank to process with an additional 2-3 days to spare. Once more, I sincerely apologize for the inconvenience. For example, they may have ordered the wrong product or no longer need your service. If you explain to them that the situation was a one-time event or rare occurrence like their package getting lost in the mail it will help ease the tension and potentially get them to empathize with your company. We'll try to resolve the problem as soon as possible. I've contacted our accounting department to look into this issue for you. I'm so happy to hear you're having a great experience with [product/service/company department]. I'm disappointed to learn of your issues with our service. Customer satisfaction is always a number one priority for us. Depending on your business model, customers may have to pay for a product or service upfront and are reimbursed later if they paid more than they needed to. The above example reflects that possibility. This article will help you tailor your Refund Policy (or create one) so that it addresses this issue by using the most effective best practices and show you how to best decline refunds via email. Apple iTunes offers a strict Refund Policy which it maintains in its Terms & Conditions agreement. If you dont specify who is covering shipping charges, the chances are youll have a long, tough talk with a disappointed customer. In both cases, customers may be denied a refund. Now we can show you how to create efficient and effective refund emails. They may be disappointed by this (or, in some cases, get angry! If necessary, you should apologize for any inconvenience or trouble caused. I'm reaching out about the refund you initiated on [date]. Always remember to focus on your future relationship as we've done in this decline a refund email sample. Something went wrong. 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. Im happy to help in any way that I can! Hate saying no? You never know which nuance will cost you money. Firmly, but gently, decline the request Be clear and direct to avoid any chance of misinterpretation. Helping our customers help their customers has always been our goal. You'll be able to instantly access and download your new Return and Refund Policy. Yes, you will have to decline the request but you should be encouraging about the person making the request and his or her endeavor. Thanks for reaching out! I'm looking forward to meeting you. Rather than take a path that compromises goodwill, create a realistic refund policy that you can consistently enforce. We are sorry for not being able to help you get your refund urgently. Learn how to respond to customer complaints via email with our example, and soon you'll be dealing with unhappy customers like an expert. I am (name of the customer care executive), regretting to tell you that we cannot refund you for the watch that you have purchased from our website as all of our products are imported from out of the country. This will not be an informal email but one written like business correspondence. If you or a manager has approved the refund request, you should let the customer or client know. TLDR: How you deal with refunds reflects how you run your business. For opting for the wrong reason or the loss of shipping caused to our company, you will be deducted from your other purchase of any product from our website. Though using a customer service email template will make your job much easier, you should still follow a few best practices. Reference the Customer Follow-Up Email in the list below. This becomes especially true if you cannot issue a refund due to the condition of the returned item or your business policy on returns & refunds. your name and account number. Since iTunes digital products or services, returns are not a frequent occurrence as they are with goods. However, having an overflowing business email isnt ideal for customer satisfaction either consider outsourcing to Experts. Refund emails keep them up-to-date throughout the process. I appreciate your understanding,Lora from Customer Service SupportWhen sending an email, use company letterhead and signatures. And instead of shutting that door tightly, consider using another strategy.Denying a request for a refund isnt that easy, especially if you care for your companys reputation as well as customer retention. Make your customers stick to them to avoid paying for well-used goods. Here are a few helpful customer service email templates that you can use for refunds. Provide closure An Indeed survey found that over 44% of candidates wait two weeks for a response when participating in a company's recruitment process. To whomever this may concern,I wanted to bring it to your attention that I just received my bike four days later than initially scheduled. And maybe, just maybe, they'll come back to you in the future. By offering a free trial, you're gaining the prospect's trust. I've gone ahead and approved the request for [insert refund amount] and you should be able to see this transaction in your account within 3 business days. The good news is that we know, so here you go. I've forwarded this issue to [head of the appropriate department], our [person's job title]. Download Template : (pdf, docs, ODT, RTF, txt, HTML, Epub, Etc). Your new client has probably been speaking with one or more other employees at your company and has gotten relatively acquainted with them. We've got you covered. We comply with the highest security standard PCI DSS level 1 and offer various payment solutions from Apple Pay/Google Pay to recurring billing. Once you've decided how you'll respond to a customer's refund request, inform the customer, justify your decision and explain the next steps you are going to take. Working with you has taught me so much, and I will carry this knowledge on to this next chapter in my life. You want to give specific reasons because being vague will only contribute to frustration of the customer. Using the tips above, we've written a sample email that you can use to respond to an angry email from a customer. You should provide this alongside an email explaining what you're doing and when. There's a high possibility they simply forgot. We know that [problem] has prevented you from achieving [customer's goal] and that we have fallen short of your expectations. As a first step, please follow these instructions [link] to customize your profile. Try another search, and we'll give it our best shot. My role will be to guide you through anything you need. Free and premium plans, Content management software. I'm sorry to hear that you didn't love your new product. It's always a good idea to express regret someone has asked for a refund. 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. Cart abandonment is already a common problem for retailers, so anything that you can do to retain customers during the purchasing process should be a high priority. I'm so sorry to hear that a refund hasn't been deposited into your card ending in [last four digits of card]. Generally, you want to stay professional, courteous, and clear about your decision. Explain your decision. A loyal customer of two years just canceled their membership for your service, what gives? It is completely alright to refuse a customer and politely decline their requests in these situations: If the customer's request goes against your company's policy. In that case, a small discount could buy goodwill with the customer. 65% of a businesss profit comes from its current customers.. If the customer is complaining but will remain with your business, you should use template #5. Even if your customer has requested a refund, always end every message on a good note. I'm looking forward to hearing all about it. 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. Templates to communicate apologies, thanks, and notifications to your customers. 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. The first lesson is to deal with issues promptly to avoid further negative sentiment. They will be emailing you in the next couple of days with a warm greeting and plans for you to meet. If you ever need to craft more templated responses, always keep these best practices in mind: Being on the receiving end of an unaddressed email is a bad customer experience. In this blog post, we will show you 5 sample letters denying a request for a refund that you can use. 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. You want them to know that you're someone they can trust. Imagine the customer who is already disappointed with the product, so why fuel the fire? That should never have happened, and I completely understand how frustrating this must be for you. Free and premium plans. This statement can help you provide genuine empathy (and not the fake empathy that some customer service scripts can have). I'm glad that you've stuck around with us for this long and brought your friend to share the experience with you. Keep the tone of the email respectful and courteous throughout and finish with a formal salutation (like sincerely or regards). Just follow these steps: At Step 1, select where your Return & Refund Policy will be used. Thats how your customer is likely to come to your store again. Thank you for your patience in this matter. Because more than [number of days] days have passed since the date of purchase, you're no longer eligible for a refund. Don't begin with "hi;" try "Dear Sir or Madam" for an anonymous letter or "Dear [Name]" if you know the name of the person. Pro tip: Consider using one of these "thank you in advance" alternatives for a more polite approach. However, get the refund process wrong, and you could destroy your reputation says retail giant Shopify. This article explains why emails form a critical part of the refunding process, describes the refund email format, and provides four examples. We understand that you're unhappy with the service you've received. Use these 6 samples to succeed. They aren't upset or frustrated but simply couldnt find a good use for the product. Let me know some pros and cons and if there's any way I can be of assistance to guide you through this process. You may have some questions or need clarification, so fill in the bullet points before sending. From privacy to consumer protection to copyright, there are many ways in which the law can affect website operators. After all, your company would be nowhere without the loyalty of your customers. When responding to a customer complaint or email, it's vital to know when and why they've reached out to your company. It shows empathy but also demonstrates that your hands are tied when it comes to the situation. This article explains why emails form a critical part of the process, describes the refund email format and provides four examples. However, it's hitting 350 days, and they haven't mentioned any interest in renewing their subscription. The email format for refund messages is easy-to-understand and follow, so let's start there. Weve already discussed that refunding damaged items is okay if a warranty covers the defects and the product isnt discontinued. Email also allows you to get a lot more information about the situation because customers can take their time to write out thorough responses to your questions. Here's a step-by-step breakdown of the refund email format: Always refer to the purchase, product, or service that is being refunded in the subject line. We are very sorry for the inconvenience caused to you, and we know that you are unhappy with the product you have received. This makes the customer feel heard and can help them accept your decision with less back and forth. To stave off refund abuse, you should have enough authority to decline money-back requests. Dear (Name of the customer), This letter is for request number 89382; we are sorry to inform you that we cannot initiate your refund for the wrong recharge done by your side. We also recommend you to visit our nearby store to get your recharge done. Saying no to customers isnt a piece of cake for sure. You should send this refund response as early as possible to acknowledge receipt of the request and set out the next steps. For example, if the issue was that the package was delayed in the mail, follow up with them in three days to tell them they should've received the product they ordered. 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. Offer a note of thanks for applying for a job position in the Hi-tech domain in a respectfully decline letter. For example, "I'm sorry, but I am unable to write a recommendation letter for you at this time" directly and politely indicates your position. In the meantime, please accept this replacement product [link] that I've personally assessed for performance. 11 Give them a reason to stay engaged. Since email is not meant to be an immediate channel for communication, customers may use this method when addressing an issue that isn't urgent. Uh oh. Write emails and messages faster across Google Chrome. Sometimes they can be almost worse than an angry customer. It doesnt matter if the scenario is a customer request, general FAQ, complaint, or feedback you need to follow up. Likewise, if you want room to deny refunds while still being generous, put in a "We reserve the right" phrase. This is [Insert your name] from [Insert company name] and we received your refund request for [insert product name]. Let me know which option you'd prefer. Make it clear that you will be their direct contact from now on. Incidentally, there's usually a more significant opportunity of turning a complaining customer into a satisfied one. For further information regarding the fraud sellers, you can visit our website or call us on our toll-free number. The best course of action when declining refunds is to explain why you are declining one. We enjoyed learning more about your past achievements as well as your skills and qualifications. Whether youre going to pay for delivery or not, provide your clients with this information. Before you write an email rejecting a refund request, consider carefully how you wish to present that correspondence. Upon review of your transaction, we've determined that the amount you have paid is more than what was required for this product or service. While you shouldn't be eager for them to return products, it'd be dishonest not to notify customers when they qualify to do so. When did this issue begin happening? Our team is jumping on that problem right away, and I will let you know as soon as it's fixed. I'm so sorry the product hasn't worked out for you. How long has this individual been a consumer in your company? The more opportunities you give them to interact with you, the higher the chance their temper will subside, and they will come to respect your company again. Was this step helpful? How to write a customer service email 10 best practices & 6 examples. Conducting a survey can help you get into the minds of your customers and make effective changes to your service experience. We strongly believe in providing an honest experience for our customers and can assure you that we are working constantly to prevent potential fraud. We've made some changes and can offer you an XX% discount to stay with us. How to write this refusal letter: I hope it will be useful. I'm here for whatever you need and look forward to hearing from you soon. Thank you for your time and for giving us a try. This standard email to a customer about a refund sets out the process. Fortunately, not every unhappy customer will ask for a refund. 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