Customer Wants a Refund — How to Reply
When to send this
When someone explicitly asks for their money back. The question isn't whether you can avoid refunding — it's what this refund costs you in trust.
The reply (copy it)
Refund or return request
Absolutely, I'll take care of it.
I can see order [number] — the refund goes back to your original payment method within [timeframe].
[If a return is needed] Just send the item to [address] and we'll cover the postage.
Sorry for the hassle.
The most common mistake
Interrogating before processing. It reads as looking for grounds to refuse, and someone who just wanted their money back starts thinking about leaving a review. If the amount is small and the policy allows it, say you'll handle it, then ask why — the same two things in the opposite order feel completely different.
When the situation is different
If the policy genuinely doesn't allow it (past the window, already used), don't stop at "that's outside our policy." Offer something else — partial refund, exchange, credit next time. A flat no usually buys you a bad review, which costs more than the refund would have.
After you send it
State how many days it takes and where it goes back to. You don't control payment processing times, but if you don't say so, they'll assume you're stalling and ask again every day.
Replies for other situations
This is one of 12 common customer message situations. The full set (with a picker) is here:
See all 12 customer message replies →
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