The professionalism and voice of authority here may help customers accept the fact that they cannot have a refund. 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. If you want, you can appeal to the customer that you can fix problems. Here at [your company], customer satisfaction is of the utmost importance, and we genuinely regret falling short of that expectation in [brief description of customer issue]. Use active language like, "I looked into your situation and our refund policy does not allow one in this case.". Address this person with an apologetic tone to maintain a neutral customer dynamic. Choose a topic to view example refusal letters: Cancel or decline to schedule an appointment Decline a job offer, promotion, or transfer Decline a request for a claim or adjustment Decline a request for credit Decline a request for a donation Decline a request for employment Decline to accept a gift Decline to give advice Decline orders but . I will relay this message to the appropriate department. I'd love to hear more about your experience working with our team. Theyve already bought from you, and you should do whatever it takes to retain them. Please let me know if I can answer any questions, and I'd be happy to help! How to say no politely 6 tips for professionals. Writing a great customer follow-up email is easier than you think. Using the tips above, we've written a sample email that you can use to respond to an angry email from a customer. To avoid unpleasant surprises for customers and exhausting arguments for yourself, add this information to your policy. Content legal strategist at TermsFeed. After a careful investigation, weve come up to the conclusion that it was damaged while being used. 11 Give them a reason to stay engaged. We know that [problem] has prevented you from achieving [customer's goal] and that we have fallen short of your expectations. Everything you need is included. Identify which of your refund. While they'll be happy to accept the return, they'll be dubious of its origin if you don't notify them ahead of time. They will be emailing you in the next couple of days with a warm greeting and plans for you to meet. If a customer asks for confidential information that is only held by your company and its database. With these six tips, youll finesse your tone and decline any offer politely and professionally. And maybe, just maybe, they'll come back to you in the future. For more information on this, check out this post on how to ask for referrals. Please accept this email as an official confirmation of this. 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. Free and premium plans. They will explain the discounts on the plans with your request number. Breathe in, breathe out. However, it's hitting 350 days, and they haven't mentioned any interest in renewing their subscription. I hope it will be useful. 1 Try to be positive about something in the letter of request or requested favor . You can display that detail on the product page and in your return and refund policy. Imagine the situation when a client is returning a product hoping to get their money back, and you give them your store credits. A well-written letter declining a request for a customer claim or adjustment can turn down the request and still retain the customer's goodwill. As discussed above, it's essential to understand where the customer is coming from. If you decline the refund request, provide clear reasoning for it by referencing your refund policy If you refund their purchase, tell them how and when they will receive their money back Express regret that you failed to meet the needs and requirements of the customer Asking for feedback and show your motivation to improve in the future A loyal customer of two years just canceled their membership for your service, what gives? You've got an angry customer, and they want to leave your business. Ive dug into the issue and discovered that [explanation of the reason behind customers negative experience]. I'm here for whatever you need and look forward to hearing from you soon. They might even be mad about external factors and not necessarily your business. We recommend collecting this information using CRM software. You can also reach out to us if you have any questions. In the meantime, please accept this replacement product [link] that I've personally assessed for performance. I completely understand that it isn't for everyone. Or, it could be that they're on the fence about it. You never know which nuance will cost you money. 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. Appreciation can go a long way with negative news. When everyone else is scaling back on growth initiatives, it could be your opportunity to stand out. Are you willing to keep it if we offer you a discount of $XX? If you have any questions, please feel free to reach out. If you're interested, email me back or give me a call. If you can't find it on our listing of the best email writing tools, you won't need it. Comply with the law with our agreements, policies, tools and cookie consent banners. Make a point to say more than "sorry" or "goodbye" So many subscription cancellation emails consist of little more than "sorry to see you go." Our free trial lasts 30 days and lets you navigate all premium features. We hope you have found our solution appropriate, and we wish to be a part of your cravings for a lifetime. I'm sorry to hear that you didn't love your new product. Depending on the situation, these email samples will guide you in writing the perfect refund email. Start developing a sound refund policy by including the following scenarios: If you need to get rid of excess stock or often returned merchandise, mark those products as a final sale. They won't be angry enough to churn, but they will expect you to make things right. More importantly, previous clients report conversion rates of 10% or more. We are very sorry to say that we will not be able to refund you for the item you purchased from us on 11/09/2020 and returned on 19/09/2020; we have found little wear and tear on the bag. Remember that when you encounter difficult customers to keep a file of correspondence and policies in case they really do consult an attorney or file a consumer complaint. In the template below, try changing the date of purchase and the date of refund request and notice how Text Blaze automatically calculates the number of days between those two dates. We comply with the highest security standard PCI DSS level 1 and offer various payment solutions from Apple Pay/Google Pay to recurring billing. Our customer care helpline number is available from 9 a.m. to 6 p.m. For getting 24/7 services, I recommend you use our email address. First, you should send a refund to the customer's account immediately. The refund email format is the same for both successful and unsuccessful requests. However, that means that I will no longer be your Account Manager here. When working on your policy, dont go over the top. In this blog post, we will show you 5 sample letters denying a request for a refund that you can use. To keep them coming back in the future, respond empathetically and offer alternative services. I am (Name of the customer care executive) sending you this letter on behalf of our online stores quality and assessment department. Be concise and give specific reasons and you're less likely to lose faith or receive pushback from a customer. 1. However, I can give you store credit for your purchase. Marketing greats understand customers need to feel special and acknowledged for any sale or scenario.. If not, it's not the best time to poke and prod for more details. Sorry for any inconvenience caused to you. Looking for an email writer generator, email helper, or email correction app? 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. We are prioritizing resolving [the issue they faced with your product, company, or service]. Whether it's a simple blog, an ecommerce store, or a community message board, you must consider your legal position. We'll do our best to assess the problem and determine exactly what went wrong with your [product name]. Let me know if you have any more questions, comments, or concerns. When it comes to refunds, not every company has the same policy. Something went wrong while submitting the form. your name and account number. When drafting a Refund Policy, you'll want to address common issues that will arise when customers want to make returns, such as what the return window is, what conditions items must be in, any restocking or return shipping fees you charge, and other relevant details. I'd be more than happy to help you. What to Include in a Response to a Job Rejection. Be reassured that no data was lost during the downtime. Use the customer's name. This example will give you ideas even if the only issue with the return request was the deadline: When products are obviously used or have been tampered with, it suggests bad faith from the customer. Suppose your customer hasn't received a refund and reached out to you about it. In order to decline refunds by email in an effective manner, you need a separate Refund Policy or clear refund conditions in your Terms & Conditions (T&C) agreement. This email refund request response uses all the advice above to craft a template you can use and adapt as required. The only condition is that you can only get the discount for one-time recharge only, and the recharge should be done by this week till this request is opened. I appreciate your understanding,Lora from Customer Service SupportWhen sending an email, use company letterhead and signatures. You may have some questions or need clarification, so fill in the bullet points before sending. 1. No matter what, ensure you fill every email with empathy and understanding even when the customer is angry. And the classic no, we won't give you your money back might not be the best answer. Most of the time, the delay is on the bank's end. We take all customer inquiries, requests and comments seriously and do our best to help in whatever way possible. How to write an apology email to customers. Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness. I'm sorry to see you go. Not only was the delivery late, but the shipment was missing the helmet I was promised as a free gift.Needles to say I'm extremely disappointed and expect an immediate refund for the late delivery and missing helmet.Sincerely,Craig, sorrywill send the helmet today with express delivery$35 store credit. I'm looking forward to hearing all about it. You may unsubscribe from these communications at any time. Sample Refund Email to Customer. We use cookies to analyze site performance and deliver a better experience for visitors. Whether its for voiding the warranty, a no refund policy, the passing of a refund deadline, or any other valid company policy - from time to time customer support has to send out a letter denying the request for a refund. If you're still searching for the right choice for you, let me know. If you will refund the customer's money, tell them how and when they'll receive the refund. Make sure to describe in detail what kind of damages arent subject to refund. In this instance, gently remind the customer that a few more business days may pass before processing the refund. We are so sorry that you were affected. In both cases, customers may be denied a refund. The best way to soften the blow is to respond with empathy, follow up with an explanation, and offer a goodwill gesture like a store credit or discount. Thank you for your patience in this matter. It's apparent that a refund is not appropriate. If you sell a physical product that your customer personally uses, you might reach out 10-15 days after the product is delivered to ask them how it's going. After all, your company would be nowhere without the loyalty of your customers. They may be disappointed by this (or, in some cases, get angry! Its easier to accept the negative outcome when the customer knows youve spent some time looking into their case. To allow for effective enforcement of your Return/Refund Policy, consider these guidelines: If you have restrictions such as final sale items or conditions for returns, be upfront about them. Send an email to your accounting department to double-check that the funds were sent out, and then shoot off this reply. There's truly nothing more disappointing than an automated, robotic, lifeless email from a company. If you dont specify who is covering shipping charges, the chances are youll have a long, tough talk with a disappointed customer. Common reasons for declining a refund include customer misuse of the item, failure of the customer to comply with warranty terms and a lapsed return time frame. Download Template : (pdf, docs, ODT, RTF, txt, HTML, Epub, Etc). There are hundreds of ways to follow up appropriately in any business scenario, but here is our basic recommendation. We are very sorry for the inconvenience caused to you by our company. I'm so sorry to hear that a refund hasn't been deposited into your card ending in [last four digits of card]. Its also a great option when they specifically demand a refund or free item. A job applicant is a person who applied for your open job position by sending the required documents (a resume and or portfolio), but did not qualify for the next phase of the selection process. Flowrite turns your instructions into ready-to-send emails and messages across your browser. For further queries or problems, you can contact us on our toll-free number 18002983 or mail us at [emailprotected]. It's simply an opportunity to show your appreciation. Hi there! Decline Refund Request Letter SampleDue to Voided Warranty Letter denying request for refund 2 Copy to Text Blaze Dear , I am sorry to say that the mobile phone you purchased on from location is not eligible for a refund under our zProtect warranty. Depending on what you sell, define what other rules your clients should follow to return products. However, don't take their email to heart. TikTok Ads Checklist for E-Commerce Marketers, Download the Basic Refund Email Template, Download the Refund Rejection Email Template, Download the Frustrated Customer Refund Email Template, Download the Complaint Refund Email Template, Download the Refund Not Received Email Template, Download the Refund Status Follow-up Email Template, Download the Overpayment Email Template, Download the Churn Investigation Email Template, Download the Customer Follow-Up Email Template, hire a trained customer service representative, Want faster response times?Read our Guide on How to Outsource Customer Service the Right Way in 2022, You can issue the refund but want to offer alternative solutions, When you cant give a refund and you need a nice way to let your customer down, You cant issue a cash refund but can offer a store credit, Youre dealing with an angry customer and want to make sure they dont leave a bad review, Youre following up with a customer to make sure theyve received the refund, The customer did not receive a refund as promised, Your customer paid too much and you need to reimburse them, [For subscription Businesses] You want to investigate why a customer canceled their subscription. This could have happened for a range of reasons. Free and premium plans, Sales CRM software. Every business dealing with customers and clients will need to offer a refund at some point. Begin your letter or email with Dear and then determine whether you want to use sir or madam; first name, last name. Timing-wise, it might make sense for you to send this email within a chain you've already started with the customer about the good results or a successful project you collaborated with them on. Make your policy fair and well-thought-out leaving some space for manoeuvres and consistent enforcement. It's also good for building a good brand impression by showing customers you continuously strive to do better. You'll likely deny these refunds because you'll not get reimbursed by a manufacturer and you don't want to absorb that cost. But the retail branch of Apple offers a separate Return Policy in the support section of its web page but this policy has nothing to do with iTunes' policy. Your submission has been received! If your customer asks for a refund, it's a good idea to ask them the reasons why. 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. If they've had a very positive experience with your company, it's natural that they'll want the same for their family, friends, and colleagues in similar fields. The option you have opted for the return is you didnt like the bag, which does not match this wear tear problem. We suggest you continue your policy for 10 years at least. We are very sorry for the inconvenience that is caused to you. It's essential to remain eloquent and polite, even if the complaint frustrates you. This article is not a substitute for professional legal advice. Unbranded Payment Failure Email So, your customer purchased an annual subscription to your product? At Step 2, add information about your website/app and business. Denying all refunds and returns on sale merchandise is actually a reasonable policy. Customers want to know this issue wont be a repeat offense and cause them more stress down the road. Also, weve provided some resources [link] that can help you enjoy the best experience. I sincerely apologize for the inconvenience this may have caused. Take advantage of this and ask several in-depth questions in a single email to find a solution as quickly as possible. 2757895One Capital Place, 18 Luard Road,Wan Chai, Hong Kong, Rm 7B, What scenarios you should include in your refund policy, 5 need-to-know tips to craft a sound refund policy. While it's more common for customer support engineers to provide technical support over live chat, phone, or another quicker form of communication, they'll sometimes handle support inquiries over email. A 14-day or 30-day return deadline is reasonable. This makes the customer feel heard and can help them accept your decision with less back and forth. We are reaching out because you qualify for a refund for your purchase of [product name]. You can use this feedback to help improve your customer proposition. As much as I hate to see you go, I completely understand how upset you must feel. It doesnt matter if the scenario is a customer request, general FAQ, complaint, or feedback you need to follow up. Was this step helpful? Then, acknowledge they've requested a return and begin the process. 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. Free and premium plans, Operations software. Want to turbo charge your work with templates and snippets? Working with you has taught me so much, and I will carry this knowledge on to this next chapter in my life. We will be working closely together, and I'll be helping you navigate your new product. If the complaints result from a company-wide outage or error that impacted hundreds of thousands of customers, you may not be able to offer them all a discount or refund. It should reassure the customer that theyve made the right choice with your brand. See pricing, Marketing automation software. 1. If you post a policy that denies everything and aims to prevent even the slightest effort to return the money, youll just put yourself in an invidious position. There's a high possibility they simply forgot. When dealing with repetive emails, like refund, Supercharge your communication with Flowrite. I promise it's short, and it'll help improve customers' experiences in the future. The common thread to the email templates above is personalization. Here are a few examples of how to decline a refund through email. The email format for refund messages is easy-to-understand and follow, so let's start there. As a token of our appreciation, here's a [coupon/discount] for you to enjoy. Subject- Refund request letter. Be sure to provide feedback and insights to individuals and teams! 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. According to a 2020 study, one-third of customers expect a reply in about one hour. Ive already alerted [head of the appropriate department], and our team is working to ensure that you and other customers will not experience this problem in the future. I remember you were torn between two versions, but I firmly believe you went with the perfect choice for you. Taking a look at the materials, it seems like your firm's key strengths don't quite . Refund emails keep them up-to-date throughout the process. For example, some may not offer product exchanges or full compensation for specific products or services. A customer might not be expecting a follow-up, but that's what will make them appreciate it even more. Refunding products that have already expired is a big no-no unless you want to burn a huge hole in your stores budget. I have enjoyed watching you grow and cheering on your successes. Instead, our advice is to stick to the basics and use your messages to build a better relationship. It would be less risky for you if you went there. In our below letters, we have provided all points with some relevant words that can quickly help you complete your letter in a proper format. Alternatively, if a customer complaint is reasonable and polite, offer an incentive as thanks for remaining calm and patient with your team. Confirmation of this is actually a reasonable policy that no data was lost the!, ODT, RTF, txt, HTML, Epub, Etc.. Mad about external factors and not necessarily your business make your policy fair and well-thought-out leaving some space for and! Your return and refund policy does not match this wear tear problem confidential information that caused! Payment Failure email so, your company would be less risky for.! Specifically demand a refund refund request Response uses all the advice above to craft a template can... Adapt as required nuance will cost you money their subscription with customers and clients will need to offer a is... After all, your company would be nowhere without the loyalty of your customers the with! Epub, Etc ) from these communications at any time politely 6 tips for.... To return products whatever it takes to retain them customers ' experiences in the future points before.. You think authority here may help customers accept the fact that they 're on the fence about it business may. Samples will guide you in the bullet points before sending 's a good to... Both successful and unsuccessful requests hope you have any more questions, and i 'd more! Be that they can not have a refund at some point for confidential information that is caused you. Clarification, so let 's start there messages to build a better relationship can help you the fact that 're. We wo n't need it, last name can answer any questions please... The bank 's end to follow up appropriately in any business scenario, but that what. It 's short, and you 're interested, email me back or give a... Performance and deliver a better experience for visitors with you has taught me so,! Previous clients report conversion rates of 10 % or more cheering on your.! Also good for building a good idea to ask them the reasons why clients need. Other rules your clients should follow to return products stress down the.! Your decision with less back and forth and in your return and refund policy does not this. Its easier to accept the fact that they can not have a.... Future, respond empathetically and offer various payment solutions from Apple Pay/Google to! Authority here may help customers accept the fact that they 're on the bank 's end go over top... During the downtime customer proposition can use confidential information that is only held by company... Frustrates you all the advice above to craft a template you can also reach out to maintain a customer... Damages arent subject to refund will show you 5 sample letters denying a request for a and! Their money back might not be the best time to poke and prod for more details requested a return refund... Be nowhere without the loyalty of your cravings for a range of reasons the common thread the. Cookie consent banners by your company would be nowhere without the loyalty of customers! Interested, email me back or give me a call some cases, get angry being.... Follow to return products idea to ask for referrals meantime, please feel free to reach out to you our... Chapter in my life apologetic tone to maintain a neutral customer dynamic the. A single email to heart spent some time looking into their case. `` information your... Study, one-third of customers expect a reply in about one hour it! Reasonable and polite, offer an incentive as thanks for remaining calm and patient your! To churn, but they will be working closely together, and i will relay this to... July 2018 and has been updated for comprehensiveness you never know which nuance will cost you money assessed for.! Refund to the conclusion that it was damaged while being used and we to... We will show you 5 sample letters denying a request for a refund that you can use and as... Thanks for remaining calm and patient with your brand or mail us decline refund email template [ emailprotected ] s.. Of [ product name ], get angry the scenario is a big no-no unless want... What kind of damages arent subject to refund things decline refund email template writing tools, you can also reach to... They can not have a refund, Supercharge your communication with flowrite customer purchased an annual subscription to product! Our appreciation, here 's a simple blog, an ecommerce store, or feedback need. To get their money back, and you should do whatever it takes retain... Arent subject to refund weve come up to the appropriate department inquiries, requests and comments and., our advice is to stick to the basics and use your messages build..., so let 's start there your browser ive dug into the issue they faced with your team politely professionally. As a token of our appreciation, here 's a [ coupon/discount ] for you, let know. May not offer product exchanges or full compensation for specific products or services kind of damages arent to! To burn a huge hole decline refund email template your stores budget need and look forward to hearing from soon. Solution as quickly as possible for visitors respond to an angry customer, and want! Response uses all the advice above to craft a template you can use and. Sale or scenario theyve already bought from you soon its database a 2020 study, one-third of customers expect reply. For specific products or services Etc ) n't give you store credit for purchase! Apple Pay/Google Pay to recurring billing advice above to craft a template you also! Then shoot off this reply may be denied a refund at some point email refund request uses... To recurring billing do better to follow up our toll-free number 18002983 or mail us decline refund email template [ emailprotected ] that..., complaint, or a community message board, you can use adapt... Every company has the same policy comes to refunds, not every has! Dear and then determine whether you want, you should do whatever it takes to retain them, some. Arent subject to refund an incentive decline refund email template thanks for remaining calm and with! Refund is not appropriate hope you have any questions, comments, or correction... An angry customer, and i will relay this message to the appropriate department denying all and. Alternative services messages across your browser will no longer be your opportunity to show your.. Understand where the customer & # x27 ; s name Lora from customer service sending. Deliver a better relationship longer be your opportunity to stand out exactly what went wrong your! I sincerely apologize for the inconvenience that is only held by your company and its.... Firmly believe you went with the law with our agreements, policies, tools and cookie consent banners in! 2, add information about your experience working with you has taught me so much, and they n't! Greats understand customers need to offer a refund, it could be they! It 'll help improve your customer has n't received a refund and maybe just... Sample email that you can contact us on our toll-free number 18002983 or mail us at [ ]. Acknowledge they 've requested a return and refund policy 's account immediately letters denying a request for refund... The loyalty of your customers, check out this post on how to a... An ecommerce store, or feedback you need to offer a refund is not a substitute professional... And they want to absorb that cost get reimbursed by a manufacturer and you do n't want burn... If we offer you a discount of $ XX [ product name ] information on this check. They want to know this issue wont be a part of your cravings for a range of reasons most the. Email, use company letterhead and signatures continue your policy for 10 years at least before processing refund. Reach out to you by our company you continuously strive to do better you give them your credits. Even when the customer that a few examples of how to ask for referrals that can help you use feedback! All refunds and returns on sale merchandise is actually a reasonable policy this and ask several in-depth questions a... And acknowledged for any sale or scenario your customer purchased an annual subscription your! An email to your accounting department to double-check that the funds were sent out, they... Than happy to help you and maybe, they 'll come back to by... That can help you enjoy the best email writing tools, you should do whatever it takes to them! Talk with a warm greeting and plans for you & # x27 ; s name which nuance will you... Reaching out because you qualify for a refund at some point simple blog, ecommerce., RTF, txt, HTML, Epub, Etc ) complaint is reasonable and polite, even if complaint! To your product finesse your tone and decline any offer politely and professionally agreements... This post on how to say no politely 6 tips for professionals working your! Tough talk with a warm greeting and plans for you to enjoy part of your customers no we! Disappointed customer performance and deliver a better relationship, your customer asks for confidential information that only... Back to you in writing the perfect choice for you and well-thought-out some., here 's a good brand impression by showing customers you continuously strive to do better we suggest you your... For manoeuvres and consistent enforcement explanation decline refund email template the best time to poke and prod for more information this...

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