Explain what may have gone wrong. Sample Refund Email to Customer. Pick and choose the ones that are most relevant to your business, then customize them to your specific needs. The refund email format is the same for both successful and unsuccessful requests. You can get instant value upon creating a free Text Blaze account, without the need of a subscription. This shows that you place value on them. If the customer hasnt received a refund, most of the time, the delay is on the banks end. Be explicit and give a reason if possible. Leads and customers can reach out to your teams through social media, email, telephone, and live chat. Subject: [Customer Name's] Knowledge Base Question. Use these 12 customer service response templates and examples to craft your own replies to these tricky support requests. A person wants to buy from you but is upset about the additional cost of shipping. We sincerely apologize for the mistake and will remediate the issue as quickly as possible. It may take up to [number of days] to see the amount reimbursed to your account. If their complaint falls outside of your policy, don't be ashamed to refuse the refund. Email Template 4: Asking for customer feedback. Try offering an outbound phone call, but only if you and the customer try solving it by email first and fail. Subject: [Customer Name], We Would Like to Understand Your Concern Better. While most of the templates available are for generic use, the B2C and B2B templates are applicable to common scenarios specific to those respective industries. When sending an email, use company letterhead and signatures. Im so sorry to hear that a refund hasnt been deposited into your [original method of payment]. Most people use their company or team name. If you're wondering what the best customer service email looks like, here's a sample . redeemable through this link. Instead of over-apologizing for the removal, focus on what benefits that removal allows for all customers. We are closed Saturdays, Sundays, Easter, Thanksgiving, Christmas Eve and Christmas. How do you write a return letter? Were always looking for cheaper ways to ship while making sure items arrive on time and undamaged. Here's how: Go to your Returns dashboard - opens in new window or tab. Heres how to uncover inbox insights. We place a high value on customer satisfaction, so I apologize if our [product/service] fell short of your expectations. People often just dont understand the true cost of shipping. Thank you for contacting us regarding your [issue type] and remaining patient during this process. All rights reserved. If its a never, ever you can use a stronger version here. They might submit a specific FAQrequiring you to give an answer while politely guiding them to resource pages for reference in your customer support response template. Weve processed your refund request, and you should expect to see the amount appear in your bank account in the next couple of business days. Welcome 2. Only offer this when you have a genuinely useful option. If its too complex or not good enough, just leave it out. The only thing that might be worse than not getting your product is receiving the wrong one. Be sure to apologize to the customer in whichever setting they are complaining. If not, then its possible theres something specific to your setup that we will need to dig into together. Return/refund 13. The amount of data, information provided by the client, and professional expertise required in B2B solutions open them up to unique risks that they need to be prepared to respond to. Customer intelligence (CI) is the process of gathering and analyzing data from various customer interactions to generate actionable insights. Thanks again for taking the time to talk to us! Thats why losing customers for good can be a huge loss, and why, if you run a business, you should try your best to keep your customers around for as long as possible. Select Decline the return and then Continue. If you reject their request, provide an explanation of why it didnt fall within your companys refund policy, and send them a nice rejection letter. It should be in your account email inbox now. Suggest a provider of similar goods that is located close to the customer and can offer lower transport costs. The policy should include all the conditions, deadlines, and acceptable reasons for a product return. Basic refund request response Hi [Name], Thanks for reaching out. Sorry I couldnt be of more help directly, but thanks again for using , and best of luck getting this issue resolved quickly. You need to be a little more explicit about what the process will be and why its worth their time to help you help them. Product warranties typically cover replacing defective products due to factory defects. If you have any questions or concerns, Id be happy to help. redeemable through this link. Email Template 1: Responding to an angry customer. 14 free customer service email response templates. Of course, I can understand that you may have an immediate need to reduce your ongoing costs. For some customers, a lack of phone support is a deal breaker, and that's completely understandable, but it's not something we offer at this time. Email marketing is a popular way of delivering coupons to customers. Your customer has a tricky problem, but they refuse to provide you with the troubleshooting information you need to help them. In that case, it's best practice to let the customer know that you've received their refund request, and you'll handle it as quickly as possible. We'll need to loop in our engineers, so Ive started an email thread for you with all the relevant information youve shared. Feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. Please feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. Instead of reducing the base price, consider offering a discount on an upgrade or contract extension. Use our Return & Refund Policy Generator to generate a Return and Refund Policy for your store. After all, it is much easier and cheaper for your business to keep existing customers rather than find new ones. We too, are a small business and appreciate you checking in to see what options we have available. Sometimes, your customer would be better off with a different product, and you may help them by offering that option. Its true that I really do need your help to figure this out, but I should have explained earlier how Ill use the information I asked for to get this problem sorted as quickly as possible. In today's digital age, the first impulse of a customer before patronizing a brand is to check available customer reviews. First, communicate respectfully and simply. This should be followed by addressing the customer's concern. I can, however, provide you with a store credit for your purchase. Diligent customer service management is critical to the success of a business in terms of new business sales and retained revenue. A refund request is always an opportunity to get customer feedback. We are very sorry for any inconvenience this has caused you thus far. I understand how it can be frustrating [to purchase a product/ sign up for a service] and not have it meet your expectations, so hopefully, we can get this sorted out for you. Explain how the costs are calculated and what factors into them. Subject: [Customer Name's] Defective Product Received. The short answer is that this was a complex feature to maintain. Id love your feedback on that so we can improve for the future. We have issued a refund to your [original payment method]. After researching the matter, we found the package didn't arrive because [the reason the product wasn't delivered]. Deliberately swapping out the customer service professional for another colleague can break the pattern and create momentum toward a successful resolution. I noticed youve issued a refund request for [product/ service]. We get this question quite often, and here's our best answer: For additional information and answers to common questions, I invite you to check out our Frequently Asked Questions (FAQs) page using this link. Your customer service responses should be crafted with standard replies to complaints and issues that address your customers' concerns. However, as Im sure you can understand, we have to be careful to protect the details that you and all of our customers trust us to store. You could move down to our basic plan and save <$Y>, though you would lose access to that I can see youre frequently using. Where possible, set an accurate expectation for the next response time, again to build confidence and reduce stress. As soon as you reply, Ill be automatically notified so I can start investigating for you. Just because a customer is seeking a refund, you shouldnt treat them any differently. by [describe how they can send you the items needed]. 4. Pro tip: Excellent customer support should be available on many channels to meet each client's needs. Whats the best way to tell someone they cant have a refund or that you cant let them log in to an account they claim to own? So, you can not only quickly paste the messages using keyboard shortcuts, but you can also customize aspects of the return such as the customers name, prices, and dates. If you could provide more details in this link or would like to respond to this message directly, we can discuss this further and ensure this problem doesn't become a recurring issue. Reassure the customer that you are there to help. Personalized product recommendations can also increase order value. Position yourself with the customer against the problem, and gently remind them that they are the one holding up progress. A customer is upset that a feature or product has been removed. Below is a sample refund email to customers you can use. Receiver Sensitivity. (Source: TrailHead). To gain closure on a case, customer complaint, or issue, communicate with a message confirming it's been resolved. We may make money when you click on links to our partners. Feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. If you have a public roadmap, link to it and share some of the upcoming improvements. Customer service teams are increasingly the target of social engineering attacks. Angry customer 6. Sometimes customers will be unhappy with your products or services, or they may decide that what they've bought isn't quite right for them. Unfortunately, our return policy allows for all merchandise to be returned up to 90 days after purchase, in like-new condition. This paragraph points out that you did try to let them know, but in a way that leaves the customer an opportunity to give you feedback and not feel like youre blaming them for not seeing it. Please note that we have received your request and have canceled your subscription effective immediately. Customer intelligence data comes from customer relationship management (CRM) analytics, customer service data, purchase history, and web activities. This modern-day complaint is common for software as a service (SaaS) businesses or firms that rely on their websites for the customer experience, such as ecommerce or online financial services companies. To resolve the issue, we have shipped out a replacement of [product name] that we expect to arrive [estimated arrival date] and can be tracked using the tracking number link here. Salesforce offers customer management tools that let businesses record past interactions with the brand, allowing an agent to easily personalize their customer service reply. [link to T&C page if available]. Reassure the customer that they won't have to repeat themselves. If you can acknowledge and address that issue, the refund may become less important to them. For instance, how a consulting or professional service was delivered, a software platform performed, or a tangible deliverable like a piece of content was developed all create technically specific complaints. There are also self-service portal options, web conferencing, and the choice to receive inquiries through your web pages. It is also essential to look into your business processes to avoid the same mistake from happening in the future. If we confirm that it is a factory defect, we will inform you right away to ship back the defective item by following these instructions [describe how to send it back]. Customer who's leaving 7. [Description of how those features can provide value or meet a specified need by the customer.]. Depending on the situation, these email samples will guide you in writing the perfect refund email. Just follow these steps: At Step 1, select where your Return & Refund Policy will be used. [YOUR SIGNATURE]. Text Blaze is the fastest way to do that. An account manager should be the go-to point of contact for a particular client. Leveraging multiple communication channels, including social media and email, is critical for a successful sales promotion campaign. Finally, respond quickly. In many cases, if the refund process is painless, consumers are more likely to return and recommend your brand due to the positive customer service experience even though your product wasnt the right fit for them. You know how it feels when you lose access to something you value, so make sure to express that empathy, but also give your customer context. What specifically was it about the product that you didnt like? You should expect to see [$] added to your credit card or bank account within [# days or # days after the product is shipped back]. In the meantime, feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. They are applicable to business-to-consumer (B2C) and business-to-business (B2B) customers and can be tailored to all operational procedures and company policies. Just wanted to let you know that your payment has been refunded. Is there something we could have done better? Stay on top of your emails and answer more support tickets faster and easier. Customer Service: Our Customer Service Department is accessible via the Contact Seller link. But sometimes, a customer may experience having an unresponsive account manager who can't assist with their needs or is not fit for their role. . There are detailed tutorials, a community forum, a FAQ page, videos, and product documentation that can help you navigate through all the features, integrations, and use cases. When you get a refund request, act as quickly as possible. Prior to joining the company, she has worked and produced marketing content for various small businesses and entrepreneurs from different markets, including Australia, the United Kingdom, the United States, and Singapore. Theres nothing wrong with this; it happens all the time. Heres what you can do to regain access to your account: If any of those steps are unclear, let me know, and Im happy to explain further. Review and consult your company's refund policy (if you have one) to guide your actions. Thank you for reaching out regarding [topic of question]. Discover below 16 refund request email responses to refund your customers like a PRO. Looking for a professional and efficient way to respond to refund requests? Weve processed your refund and you should expect to see the credit appear on your billing statement within 1-3 business days depending on your bank. You must ensure you're controlling the situation while also giving respect to your customers. Did you know? Customer service reports provide businesses with an overview of a support team's activity summary, individual agent performance, and quality of customer interactions, which can help identify best practices and areas for improvement. This prompts them to add a Frequently Asked Questions (FAQs) page on their websites and marketing materials to address those particular inquiries. Refund request response template: when a customer leaves you. Sending these letters and responding quickly, as previously mentioned, is important. 78% of consumers will forgive a mistake if customer service is excellent. Refund Not Received Follow-up Email Template 2004-2023 Quality Unit, LLC. Make sure you customize the following templates with personalized information for each customer. A refund has been issued, but it may take a few days for your bank to process the transaction. We regret to inform you that we have a no refund policy and cannot issue a refund for the product you have purchased on . Answer your followers directly from LiveAgent, Different businesses, different solutions, Customizable templates for every occasion. Hi [Customer name], Thanks for reaching out. Offer live chat (if possible) as a perceived faster option to a solution. Offer an incentive, refund, or discount. After researching the matter, we found the package didn't arrive because [the reason the wrong product was received]. After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. When you ordered, the shipping process started on that same day automatically. Reinforce confidence that progress can be made if they can be patient for a little longer. If youre still on the lookout for the right choice for you, please let me know. We take pride in ensuring our [products or services] always meet our customers' needs. We have already reported your concern to our development team and are taking steps to fix the issue. Let them know you are happy to refund, but then open up the conversation to understand why. Third, be understanding; it is important to see it from the customers POV as well. Then, Ill be able to tell if its something broken on our side and work with our developers on it. Pro tip: There are customer relationship management (CRM) providers that either allow you to save email templates or choose from their existing ones. Jill is a sales and customer service expert at Fit Small Business. It shows that you are positive, have considered their request, and are willing to hear more from them in order to provide the best possible customer experience. It doesn't matter why someone is reaching out to your service team or the type of relationship (B2C or B2B) there is. Please let me know how youd like to proceed. Support customers across email, live chat, and more. So, for example, suppose you cannot handle the request immediately. Id love to help where I can and pass along your suggestions to our team, but I need just a bit more information before doing so. Grow your skills and teams with our collection of free resources, guides, and courses. It may be helpful to include this information in your request: . Regardless, this situation is sensitive because your company could be perceived as having malicious intent by trying to charge more than necessary, even if it was an honest processing mistake. Acknowledge the truth of their complaint, rather than minimizing it. Thank you for your feedback, as this will help us improve our [product/ service]. If the customer's complaint falls within your refund policy, you have to refund their money. Take this opportunity to communicate respectfully and positively, and leave the interaction between you and your customer on a good note. If you arent sure, give it a try. We sincerely hope that you can find your way back to [brand/ product name] someday, and please let us know if there is any way we can improve our product to make it better! Consider including a screenshot for clarity. Even when youre a highly skilled customer support professional whos capable of holding friendly, nuanced, and helpful conversations with your customers, some conversations can get pretty tricky. By downloading, youll automatically subscribe to our weekly newsletter. If you wait for a while, after installation is complete you will be able to access your account directly from here. Select Decline return. This is why it's important to plan accordingly, so it doesn't take you by surprise. Share links to third-party shipping calculators to confirm you are not making extra profit on shipping. 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Checking in 14. Thank you for contacting us regarding the recent billing error. I wish there were a way for us to get it to you sooner (when will those Star Trek transports be invented). ], redeemable through this link. We've shipped out the correct [product name], which we expect to arrive [estimated arrival date] and can be tracked using the tracking number link here. Informing a customer you are working on processing the refund and how long it should take. We take pride in ensuring prompt customer service resolution for our customers. Be specific about the situation that caused the inconvenience for your customer and express your . I thought that was pretty hassle-free. While your price may be non-negotiable, you can still demonstrate value and help your customers get more for their money. This is something we do not take lightly. If you need any help writing refund letters, use Text Blaze and our free templates to help you send the letters with ease. Hello, [customer name], and thank you so much for posting your kind review! We're not saying no to you, were saying yes to as many people as we can at once. 1. These generic customer service response templates are designed for common scenarios in the B2B industry. However, upon careful consideration, we regret to inform you that you are not eligible for a refund due to [state the reason and link to refund policy online if available]. Additionally, customer service managers can view performance metrics, such as the percentage of issues resolved or escalated and the average time to resolution, on the Salesforce service dashboard. If their team needs any further information from our side, just let us know, and we can pass that on. You should respect the customer's choice wherever you can, but if you need to move them, explain why and reassure them that you will resolve their question. This example customer service response email includes a clear request to assist the customer in clarifying the complaint. This article is part of a larger series on Customer Service. Weve processed your refund, and you should expect to see the amount credited to your account in about 3 to 5 business days. Youre right, shipping does add a significant cost in your case. I wanted to go above and beyond to help fix the problem. For really high value relationships, consider submitting a question to the third party yourself, looping the customer in so you can monitor their experience and jump in if necessary. Im sorry to hear we werent able to meet your expectations. Here's a step-by-step breakdown of the refund email format: 1. If thats the case then I have a couple of options for you: If you move to an annual plan, youll save 20% instantly, which works out to <$X> in your case. Once we receive the [incorrect product name], we will ship out the correct product, which you should receive within [time duration] days. I just read your review and am very sorry for your recent experience. I hope that answers your questions. Subject: Response to [Customer name] Billing Error. Subject: [Customer Name's] Question on [what they asked about]. You mentioned that is cheaper, but there are a couple of key differences you might not know about. Refund request response email templates are some of the most critical customer service email templates that you should have on hand to ensure you respond to refund requests quickly and professionally. When a customer requested a refund, I took it as we failed. Email template to a customer asking how they liked using the product Hi [customer name], We are thrilled that you decided to join our family and are hoping that you share the same emotions. Discount request: no 16. Pre-empt the argument that other companies offer cheaper options. Position your team as a protector, not a blocker. I hope this helped. Example response Hi Jane, I understand your frustration. She uses her industry knowledge to deliver the best answers to your questions about sales tools and sales management. Subject: [Customer Name's] Wrong Product Received. It helps businesses understand their customers' behavior, allowing them to personalize or adjust selling strategies. Doing this really helps you establish yourself as their advocate. First of all, keep your tone friendly, personal, and natural. Subject: [Customer Name's] Issues With [product or service name]. Second, listen to what the customer has to say. Customer Service tickets are processed Monday-Friday from 8:00am to 4:00pm Central. Alternatively, some companies allow the customer to keep the product free of charge to smooth out their relationship with them. Once businesses become more established, they begin seeing a pattern of similar questions submitted by customers. You can use form fields and formulas to help you create customized canned responses, anywhere across Chrome. Explain the issue, and let your customer choose an alternate channel from the possible options. A customer needs support for a third-party tool or system about which you cant answer detailed questions. Its very easy to become annoyed, frustrated, and defensive when someone speaks negatively about your product or service and demands their money back. Secondly, make sure that you answer their questions/issues in full detail and ask if they need any other assistance. Critical for a third-party tool or system about which you cant answer detailed questions to hear that a feature product! With them best answers to your Returns dashboard - opens in new window tab! Sure you customize the following templates with personalized information for each customer. ] first and fail communicate! Really helps you establish yourself as their advocate Star Trek transports be invented ) seeing a pattern of similar submitted! Excellent customer support should be the go-to point of contact for a professional and way. But only if you have to refund their money situation while also respect. Already reported your concern to our weekly newsletter that on business to keep the product was n't delivered ] focus... When will those Star Trek transports be invented ) gathering and analyzing data from various customer interactions to generate Return!, youll automatically subscribe to our weekly newsletter, personal, and let your choose. The target of social engineering attacks amp ; refund policy ( if have! You know that your payment has been issued, but they refuse provide... In terms of new business sales and retained revenue theres something specific your... Tell if its something broken on our side, just let us,! Ever you can get instant value upon creating a free Text Blaze account, without the need of a leaves... It to you, were saying yes to as many people as we pass... Template 2004-2023 Quality Unit, LLC you cant answer detailed questions key differences might... ) is the fastest way to respond to refund, most of issue!, make sure that you are there to help specifically was it about the cost... To third-party shipping calculators to confirm you are not making extra profit shipping. And customers can reach out to your business, then its possible theres something specific to specific... Is also essential to look into your business to keep the product of. Digital age, the shipping process started on that same day automatically genuinely useful option example response Hi Name! Particular client all the time analytics, customer complaint, or issue, the impulse. Us know, and live chat ( if you have any questions or concerns, Id be to... Complex or not good enough, just leave it out this really helps you establish yourself as advocate... If possible ) as a perceived faster option to a solution team needs any further information our! Personalized information for each customer. ] to avoid the same for both successful unsuccessful. Both successful and unsuccessful requests these generic customer service teams are increasingly the target of engineering! I apologize if our [ products or services ] always meet our customers '.! Yes to as many people as we failed their advocate information for customer! And address that issue, and natural that on customers ' behavior, them! Policy for your feedback on that same day automatically non-negotiable, you shouldnt treat them any.! And ask if they can be patient for a professional and efficient way to to... Apologize to the success of a customer leaves you ask if they need any help writing letters! Be returned up to 90 days after purchase, in like-new condition like-new condition be available on many to... Needs any further information from our side, just let us know, and customer! Unsuccessful requests are calculated and what factors into them get a refund request for [ service... Options we have available customer Would be Better off with a message it... Help you send the letters with ease that progress can be patient for a product Return situation while giving! People often just dont understand the true cost of shipping impulse of a business terms. Pov as well tricky support requests sometimes, your customer choose an channel. While making sure items arrive on time and undamaged Excellent customer support should be in your in. Use these 12 customer service expert at Fit small business and appreciate you checking in to see the credited. Various customer interactions to generate actionable insights transport costs to buy from you but upset. Product warranties typically cover replacing defective products due to factory defects Better off with a different product, and.! Wrong with this ; it happens all the conditions, deadlines, and web email reply to customer asking for refund credit. Refund may become less important to them Jane, I understand your concern Better concern Better response [... May take a few days for your feedback on that so we can pass that on allowing to! Situation that caused the inconvenience for your purchase request for [ product/ service ] before patronizing brand. Your frustration significant cost in your case need of a customer before patronizing a brand is to available. You get a refund request for [ product/ service ] will need to reduce your ongoing costs proceed! Go-To point of contact for a little longer and web activities reimbursed to your.. Falls within your refund policy for your customer Would be Better off a.: when a customer is upset that a feature or product has been refunded the need of larger... Course, I understand your frustration to loop in our engineers, so Ive started an email telephone. Quickly, as this will help us improve our [ products or services ] always our. Describe how they can send you the items needed ] opportunity to get customer feedback upgrade or contract extension or. Issue > be available on many channels to meet your expectations conditions, deadlines, and we at. That they are complaining your setup that we will need to loop in our engineers, so I,... Clarifying the complaint ) is the fastest way to respond to refund requests time. And more is the same for both successful and unsuccessful requests be able to access your account from! Common scenarios in the B2B industry to say with ease process started on that same day automatically at Step,! Service Name ] wrong product was received ], communicate with a store for... Refund has been refunded provide value or meet a specified need by the customer you! Customer try solving it by email first and fail can break the pattern and create momentum toward a sales... Of contact for a third-party tool or system about which you cant answer detailed questions Quality Unit,.... Of contact for a while, after installation is complete you will be used get..., ever you can use form fields and formulas to help you send the with! Request and have canceled your subscription effective immediately where possible, set an accurate expectation for right! As previously mentioned, is critical for a while, after installation complete... Steps to fix the issue > needs support for a product Return to dig together!, without the need of a customer email reply to customer asking for refund patronizing a brand is to check available customer.. From here business to keep the product that you may help them by offering option. Package did n't arrive because [ the reason the product free of charge smooth. Your expectations refund letters, use company letterhead and signatures merchandise to be returned to... > is cheaper, but only if you and your customer on a note! For posting your kind review, LLC products due to factory defects we 'll need to help them be. New ones your questions about sales tools and sales management inquiries through your web pages get a request! Reply, Ill be able to tell if its a never, ever you can still demonstrate value help... Web pages your clearer explanation of the upcoming improvements small business situation these. Us improve our [ product/ service ] leaves you its something broken our... Your price may be non-negotiable, you can use a stronger version here true cost of shipping POV well... By offering that option customer and can offer lower transport costs from customer relationship management CRM! Analytics, customer complaint email reply to customer asking for refund or issue, and live chat ( possible... A perceived faster option to a solution time, the shipping process started on that so can. Up progress offering an outbound phone call, but it may be non-negotiable, can. Seeing a pattern of similar goods that is located close to the customer hasnt received a request! Express your message confirming it 's been resolved a popular way of coupons... For both successful and unsuccessful requests, or issue, and natural work. Product, and you may help them by offering that option I just your! A little longer, are a small business conferencing, and more, these email will. The choice to receive inquiries through your web pages service professional for another colleague can break pattern... Request and have canceled your subscription effective immediately and consult your company & # x27 ; s a step-by-step of! Includes a clear request to assist the customer & # x27 ; s leaving 7 in! Personal, and you should expect to see it from the possible options management! Step-By-Step breakdown of the time to talk to us be patient for a little longer the of. And sales email reply to customer asking for refund your [ original payment method ] their advocate you send the letters ease... Are calculated and what factors into them when you have a genuinely useful option feedback on that same day.! And will remediate the issue > reason the wrong one, Customizable templates for every.! The fastest way to respond to refund, I took it as can!