Responding to a Refund Request
A customer wants their money back. Here's how to handle it professionally while protecting your business.
The scenario
A customer purchased a software subscription 10 days ago and is requesting a full refund. They say they haven't used the product much and it doesn't fit their needs. Your policy allows refunds within 14 days.
Input
Situation: Refund request within policy period
Context: Customer bought 10 days ago, says product doesn't fit needs
Tone: Professional, empathetic
Outcome: Approve refund
Generated reply
Subject: Re: Refund Request – Processed
Hi [Name],
Thank you for reaching out, and I'm sorry to hear the product wasn't the right fit for your needs.
I've processed your full refund today. You should see it back in your account within 3-5 business days, depending on your bank.
If you don't mind me asking—was there a specific feature you were looking for that we didn't have? Your feedback helps us improve, and I'd love to understand what might have worked better for you.
If your needs change in the future, we'd be happy to have you back. No hard feelings either way.
Best,
[Your name]
Why it works
This response approves the refund quickly, sets clear expectations on timing, and asks for feedback without being pushy. The friendly close keeps the door open for future business.
Key takeaways
- 1Lead with the good news (refund processed)
- 2Set clear expectations on timing
- 3Ask for feedback as an optional add-on
- 4Keep the door open for future business
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