Saying no to a refund request is never easy, but it's a necessary part of business. It’s all about how you communicate it.
Using a template helps you deliver the news clearly and confidently. We’ve put together five different types to handle just about any situation you might run into.
<template>
Subject: Regarding your refund request for [*Product/Service Name*]
Hi [*Customer Name*],
Thanks for reaching out about your refund request for [*Product/Service Name*].
After reviewing your request, we’ve determined that it falls outside of our refund policy guidelines, so we aren’t able to issue a refund at this time.
Our policy, which you can review here [*link to refund policy*], outlines the specific situations where refunds are granted. We’ve designed it to be as clear and fair as possible for everyone.
I know this isn't the outcome you were hoping for, but we're still here to help you get the most out of your purchase. As an alternative, we'd be happy to offer you [*describe alternative, e.g., a discount on a future purchase or store credit*].
Please let me know if you have any other questions.
Best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
<template>
Subject: Update on your refund request for [*Product/Service Name*]
Hi [*Customer Name*],
Thanks for reaching out about your refund for [*Product/Service Name*].
We've reviewed your request and need a bit more information to move forward. Our refund policy, which you can review here [*link to refund policy*], requires [*describe the missing documentation, e.g., a proof of purchase or photos of the issue*] to process a refund.
Once you have the necessary documentation, please reply to this email with it attached, and we’ll be happy to take another look at your request.
Let us know if you have any trouble finding this information—we're here to help.
Best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
<template>
Subject: An update on your refund request
Hi [*Customer Name*],
Thanks for reaching out about your refund for [*Product/Service Name*].
We've looked into your request and see that it was made outside of our [*number of days, e.g., 30-day*] window for refunds. Because of this, we aren’t able to process a refund for this purchase.
Our policy, which you can review here [*link to refund policy*], allows for refunds within [*number of days*] of the original purchase to keep things fair for everyone.
While a refund isn't possible at this stage, we still want to help. We'd be happy to offer you [*describe alternative, e.g., a credit toward your next month*] as a goodwill gesture.
Please let us know if you'd like to accept this offer or if there's anything else we can help with.
Best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
<template>
Subject: Your refund request for [*Product/Service Name*]
Hi [*Customer Name*],
Thanks for getting in touch about your refund request for [*Product/Service Name*].
We’ve reviewed your request and wanted to clarify that this item was marked as non-refundable at the time of purchase. Because of this, we aren’t able to issue a refund.
Our policy, which you can review here [*link to refund policy*], provides more detail on which items are eligible for a refund. We try to make this information as clear as possible before you complete your purchase.
While we can't process a refund, we'd be happy to offer you [*describe alternative, e.g., store credit or a discount on a future purchase*] as a gesture of goodwill. We want to make sure you still find value with us.
Let us know if you have any other questions.
Best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
<template>
Subject: Regarding your refund request for [*Product/Service Name*]
Hi [*Customer Name*],
Thanks for reaching out about your refund for [*Product/Service Name*].
We’ve reviewed your request and it looks like we've already addressed this. Our records show that a previous request for this purchase was resolved on [*Date of previous resolution*].
If you have any questions about that decision or can't find our last email, just let us know. We're happy to clarify.
Best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
Once you've tailored these refund rejection templates to your business, you'll need a way to send them that's just as professional and clear. That's where we come in. Flodesk provides email marketing tools designed for small businesses, giving you the power to manage your email list and communications without any hassle. You don't need to be a designer or a coder to create and automate emails that look great and get your message across.
Thousands of businesses use Flodesk to handle their email marketing because it's built to be straightforward. Whether you're just starting out or have been doing this for years, our platform makes it simple. With an intuitive email builder, effective automation workflows, and well-designed forms, Flodesk gives you all the tools you need for your email marketing, minus the steep learning curve.
These templates give you a starting point for difficult conversations. The next step is sending them in a way that reflects your brand's professionalism.
Flodesk provides an intuitive platform for creating and sending emails that look great on any device. You can sign up and start building your emails today.
