Refund Request Reply
By Taylor Davis · Published · Updated
Turns a customer's refund request and your policy into a clear, decision-first reply that keeps the relationship, including when the answer is no.
Tags: Small Business, Customer Service, Email
Prompt template
## Refund Request Reply Write a reply to a refund request. - The customer's message: [textarea: Paste their message] - Our policy as written: [textarea: Paste it or describe what we normally do] - What I want to do: [dropdown: Give the full refund, Offer an exchange or credit instead, Say no and explain why, Ask a question before I decide] - They are a regular: [toggle: Yes, No] State the decision in the first two sentences, then the reason, then the next step with any dates or reference numbers they need. If I am saying no, make sure the no is still a no after you have made it polite. If I am asking a question, ask only the one that decides the outcome. If they are a regular, acknowledge that without changing the decision. Keep it to one screen on a phone. If my chosen action goes against the policy I pasted, tell me before the draft and write it anyway.