Refund Request Reply
By Taylor Davis · Published · Updated
Paste the customer's message and your policy; get a reply that follows the policy and keeps the customer.
Tags: Small Business, Customer Service, Email
Prompt template
A customer sent this: [textarea: paste their message] Our policy, as written: [textarea: paste it, or describe what we normally do] What I want to do here: [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] Write the reply. 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. Keep it to one screen on a phone.