Please feel welcome to reply to this email with any questions you may have, and I would be more than happy to help. Great. Here's an example: My name is (name), and my account number is (add number). A polite refusal is often your best bet if you have to reject a proposal. The first line in your response should be a genuine apology. Likewise, if you want room to deny refunds while still being generous, put in a "We reserve the right" phrase. Letter to decline or refund for the wrong recharge. Keeping the return deadline open-ended risks having to appease customers with refunds for obviously well-used merchandise. This letter is for request number 89382; we are sorry to inform you that we cannot initiate your refund for the wrong recharge done by your side. Make sure to describe in detail what kind of damages arent subject to refund. I'd love to hear about your successes in the future and the exciting growth your company inevitably will have. We have looked into your case carefully, considering the condition of the product you want to be refunded and the deadlines specified in our refund policy. I'm disappointed to learn of your issues with our service. For example, if the issue was that the package was delayed in the mail, follow up with them in three days to tell them they should've received the product they ordered. New Policy Announcement Letter: 7 Templates, Refund Money to Customer Letter: 4 Templates, Refund Delay Complaint Letter: 4 Templates, Sample Letter of Refund Payment: 6 Templates, Medical Airline Refund Letter: 7 Templates, Refund Request Letter: 4 Templates and Emails, Parent Liaison Cover Letter Example: 4 Templates, Parent Coordinator Cover Letter Example: 4 Templates, Mammography Technologist Cover Letter Example: 4 Templates, Outside Sales Cover Letter Example: 4 Templates, Paraplanner Cover Letter Example: 4 Templates. If you explain to them that the situation was a one-time event or rare occurrence like their package getting lost in the mail it will help ease the tension and potentially get them to empathize with your company. 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. Due to the companys refund policy or maybe its return policy youre unable to offer the customer their refund. Or you may not able to offer them the exact outcome they're asking for. You could also ruin your chances of future sales and success. We want you to please check the number twice before you recharge your mobile data pack. Learn how can you adjust your supply chains to address spikes. 2. It is possible to politely decline a letter of request. I hope you're having a great week so far! If you want to accept online payments from your customers fast and securely, we can help you out. [She/he/they] has been working here for [amount of years] and has a lot to show for it. Hello [Customer name] Thank you for contacting us. This approach is more than adequate. We have rectified the issue, and you should be able to access your account now. You may have some questions or need clarification, so fill in the bullet points before sending. Writing a refund email is never fun, but it doesn't have to be fruitless.Using the right phrasing and tone, you can turn a loss into a win.With tact and professionalism, business owners can create a refund email template that turns dissatisfied . They might not be thrilled with such a deal. Theyve already bought from you, and you should do whatever it takes to retain them. That's the perfect opportunity to send a renewal reminder email. We have looked into your case carefully, considering the condition of the product you want to be refunded and the deadlines specified in our refund policy. 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. I can talk you through all the details and get you set up. Don't worry; it's not you. A refund has been issued, but it may take a few days for your bank to process the funds. Doing so will help them prepare for the shift, as this change will affect them, too. Allow them to respond with further questions, comments, or concerns. To whomever this may concern,I wanted to bring it to your attention that I just received my bike four days later than initially scheduled. Good luck with your business, and I wish you all the best. First, you should send a refund to the customer's account immediately. I'd love to hear more about your experience working with our team. Working with you has taught me so much, and I will carry this knowledge on to this next chapter in my life. Learn how to respond to customer complaints via email with our example, and soon you'll be dealing with unhappy customers like an expert. Make sure you refer back to your company policies and the specific reasoning behind a refund denial. We also need you to know that recharge, once made, cannot be transferred or refunded. Are you willing to keep it if we offer you a discount of $XX? Be sure to provide feedback and insights to individuals and teams! While you should personalize every apology, this message can be a baseline to work from when you need to take responsibility for your company's mistakes. 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. Now and then, your business might have to issue reimbursement to existing customers. Answer some questions about your business practices. Allowing customers to issue refunds is a great practice aimed to offer them a better shopping experience and a safety net. I am on a mission to assist businesses in achieving their goals.. While you have flexibility and freedom with how you handle returns and refunds, you do need to communicate your policies clearly. Are you interested in renewing your subscription? If you're interested, please let me know, I'd be happy to share more options. Weve already discussed that refunding damaged items is okay if a warranty covers the defects and the product isnt discontinued. I hope that you know that you have signed a policy bond for 5 years payments in which, for 5 five years, you have to pay the policy amount on a yearly basis, and in these 5 years, you cannot get any refund. Our free trial lasts 30 days and lets you navigate all premium features. How to write an apology email to customers. Sending a refund email follows a simple format. 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. A refund policy is pretty self-explanatory; it goes over the specific circumstances under which a customer may request a reimbursement of the funds paid for a certain product or service, how to go about requesting such a refund, and the delays that apply. After all, your company would be nowhere without the loyalty of your customers. Let me know which option you'd prefer. Or are they top-level stakeholders at their organization? 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. Products returned outside a warranty are a frequent reasons for refund refusals. Use our Return & Refund Policy Generator to generate a Return and Refund Policy for your store. Adding a Return and Refund Policy to your WooCommerce store is a very smart business move for a number of reasons. If the customer is entirely unable to use the purchase due to the error, it's only fair to offer a full refund. Thank them for applying. I sincerely apologize for the inconvenience this may have caused. This article explains why emails form a critical part of the refunding process, describes the refund email format, and provides four examples. If you or a manager has approved the refund request, you should let the customer or client know. Dear (use actual name from the letter), Thank you for writing to (your company name). This standard email to a customer about a refund sets out the process. For more information, check out our, 25 Customer Service Email Templates to Support, Renew, & Refund Customers, Join 64,500+ Customer-Facing Professionals, Pop up for DOWNLOAD 50 FREE CUSTOMER SERVICE EMAIL TEMPLATES, DOWNLOAD 50 FREE CUSTOMER SERVICE EMAIL TEMPLATES, Download Now: 50 Free Customer Service Email Templates, Customer Complaint Response Email Template, Customer Service Follow-Up Email Template, Account Manager Introduction Email Template, Account Manager Transition Email Template. Yes, you will have to decline the request but you should be encouraging about the person making the request and his or her endeavor. Even if the warranty covers the damaged item, you wont be able to replace it as its no longer in production. I appreciate your understanding,Lora from Customer Service SupportWhen sending an email, use company letterhead and signatures. The reasonable deadlines are 14 to 30 days. By looking at their history with your company, you're starting out on the same page in the conversation. Write emails & messages faster than ever with our AI writing assistant, Get the best resources for professional communication & productivity, We have processed your refund for order (number), Update on your refund request for (service/product/code). You can also call us on our toll-free number, 1822444929, or email us at [emailprotected] to get further details about your plans and locate our nearby stores. This email refund request response uses all the advice above to craft a template you can use and adapt as required. I remember you were torn between two versions, but I firmly believe you went with the perfect choice for you. We want to tell you that we only send our product to any customer after checking its quality. But before you do, you'll need to ensure that customers are entitled to a refund. Always remember to focus on your future relationship as we've done in this decline a refund email sample. Done! We understand that you're unhappy with the service you've received. You may unsubscribe from these communications at any time. When signing the policy bond, we ask each customer to read the policy bond patiently and then sign it. The following tips apply especially when you use a pre-written email. the dollar amount of the disputed charge. 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. We hope you have found our solution appropriate, and we wish to be a part of your cravings for a lifetime. Published: Don't stop here. 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]. There's a high possibility they simply forgot. Business, marketing, and blogging these three words describe me the best. Thanks so much for reaching out about order #[number]. Even though you refuse the refund, you can still do something good for the person who has chosen your store. Let's take a look at some of the best customer service email templates you can lean on when in various situations with customers. I completely understand that it isn't for everyone. ), so choose your words carefully. Using their name in the greeting will make your response feel genuine and targeted specifically to them. When did this issue begin happening? Make sure to show your customer that youve really investigated the case. I am emailing you to cancel my membership/contract. Whether its the banks fault or your fault, communication is key to upholding your customers trust. If you'd like to share your experience using [Your company's tool], here are our pages on [review site] and [review site], where you can give us a rating and share your feedback to help other customers like you. The letter is a written notice to the card company about the problem. Acknowledge the customer's negative emotions, feelings, and pains. Don't begin with "hi;" try "Dear Sir or Madam" for an anonymous letter or "Dear [Name]" if you know the name of the person. We are sorry for not being able to help you get your refund urgently. As a customer service professional, your goal is to have zero customers have such a terrible experience. This will reassure them that they won't have this experience again and thus make it less likely that they'll leave you for a competitor. You can learn more here or schedule a demo with us. 7 State when the expiration date is. Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness. You can display that detail on the product page and in your return and refund policy. Thank you for your time and for giving us a try. After leaving the path open for more questions, it's critical to follow up with the customer and give them a final status on the resolution of their issue. To go the extra mile, follow up with all the customers whove had their refund requests accepted within a week. Free and premium plans, Operations software. While this isnt always the case, it does help. Whether you're checking in with your product team, retraining your sales team, or revisiting the relationship with your logistics partner, you should indicate to the customer that their angry email has resulted in company-wide action. I have enjoyed watching you grow and cheering on your successes. Make it as simple as possible. Even if your customer has requested a refund, always end every message on a good note. Kindly give us feedback when a customer care executive calls on your registered mobile number. We didn't achieve our high standards on this occasion, and I would like to apologize. Is the customer issue transparent? This refund is eligible for [period of time] and can be initiated by calling or messaging our customer service team. Depending on your business model, customers may have to pay for a product or service upfront and are reimbursed later if they paid more than they needed to. Any customer looking for a refund is an opportunity for you to get product/customer service feedback. Of course, the customer is going to be unhappy about your decision, but you can still reiterate how much you value their business. The information provided on this site is not legal advice, does not constitute a lawyer referral service, and no attorney-client or confidential relationship is or will be formed by use of the site. Subject- Refund request letter. I saw you've started [details about how they're using your product] it looks like you've achieved some impressive [details of the results they've achieved]. Smoothing out the problem by promising it wont reoccur maintains a positive B2C relationship. Reiterate how you understand what the customer must be feeling. Earlier today, we noticed an issue that affected our service and users' accounts. Then, acknowledge they've requested a return and begin the process. Many consumers expect that, even if they don't appreciate it. Free and premium plans, Customer service software. If you see a new seller, you should always try to contact him or her, and if the seller looks like a person you can trust, you can proceed with ordering the item. Now that you've built a solid relationship with a customer, it's about time to ask them (nicely) for a referral. Your new client has probably been speaking with one or more other employees at your company and has gotten relatively acquainted with them. Regardless of how it's transferred, customers will want to know where this money is coming from. It's essential to remain eloquent and polite, even if the complaint frustrates you. A study performed by Harvard Business reveals a staggering 56% of customers are unhappy because of poor follow-up. Before we dive in, can you give me a little more context on the situation? I understand that you might be sad about this situation, but it seems to me that your chair is still fixable. Thank you! Are they users of your product? For instances like this, it's good to respond to a refund with an email expressing that there are no hard feelings and that you hope to do business with them again in the future. Wish luck for a better future as you draft a sample rejection letter after interview. Even a 15 percent discount can encourage forgiveness. Some companies operate a no-refund policy. I've processed your refund, and you should expect to see the amount appear in your bank account in the next couple of business days. Make it personal. If necessary, you should apologize for any inconvenience or trouble caused. Explain your decision. 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. However, that means that I will no longer be your Account Manager here. This could have happened for a range of reasons. I appreciate everything you've done to make our company the best it can be. I'm so happy to hear you're having a great experience with [product/service/company department]. I'm looking forward to meeting you. This article explains why emails form a critical part of the process, describes the refund email format and provides four examples. Be transparent and tell customers what went wrong and what caused the problem. Be aware of fraudulent transactions; our company never asks for payment other than through our website portal. The best course of action when declining refunds is to explain why you are declining one. Even though none of these documents is required by law, they are your shield against dishonest consumers. Make your customer feel like part of the solution. Consider this example of a rejection letter to a vendor: [Their name], Thanks for your detailed proposal. No doubt that will leave customers disappointed. So, entice them into taking the questionnaire by mentioning its briefness or perhaps offering an incentive. 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. Subscribe to the Service Blog below. 1. We've made some changes and can offer you an XX% discount to stay with us. If you're still searching for the right choice for you, let me know. When everyone else is scaling back on growth initiatives, it could be your opportunity to stand out. I've heard great things about you from my teammates, and I'm hoping they've said some good things about me, too. 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. 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. Thanks so much for choosing us. You have the option of offering store credit or giving them personalized support for getting the most out of their new product. Was this step helpful? Customers want to know this issue wont be a repeat offense and cause them more stress down the road. Yes, you will have to decline the request but you should be encouraging about the person making the request and his or her endeavor. So, lets jump right in. Please feel welcome to reach out to me with any questions you may have, and I would be more than happy to help. In this blog post, we will show you 5 sample letters denying a request for a refund that you can use. You set yourself apart from competitors by re-acknowledging your valued customers initial email. Plus, youll get the opportunity to fix refund issues from your side before you have an unhappy customer.. In the meantime, please let me know if I can answer any additional questions I'd be happy to help! The resounding tone of your reply should be respectfulness. We suggest you continue your policy for 10 years at least. You won't be able to easily enforce your policies surrounding refunds unless you have a well-drafted, publicly-displayed Refund Policy document. According to our policy, [policy description + explanation of why the policy is in place]. You'll be able to instantly access and download your new Return and Refund Policy. We will be implementing measures to ensure that this doesnt happen again. A quick support email reassures them theyve been heard and that your company is taking steps to avoid future problems. To reduce churn rates and retain customer loyalty, send out a brief questionnaire. 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. If you've worked with a customer for a while and helped them achieve results with your product or service, you may want to ask them to review your product, service, business, or you personally. I've checked with my manager to confirm this policy, and while we can't offer a full refund, we can provide you with a discount of [discount amount] for the next time you shop in our stores. 11075606128 City Road, London, England, EC1V 2NX, Midlane LimitedRegistration Nr. Customers will feel good knowing you noticed their absence. Items on sale are usually automatically non-refundable, but you'd better inform your clients about that. If you're interested, email me back or give me a call. If you'd prefer to refer to your company in the plural form, simply swap the "I" for "We.". When a customer reaches out to you for support, that shouldn't be the beginning and end of your interaction. Get in touch with us if you need more information. Once you get a job offer that you can't refuse, it can be challenging to relay it to your employer but even harder to tell your loyal customers. And maybe, just maybe, they'll come back to you in the future. Refresh if you want to submit another email. I'm so sorry the product hasn't worked out for you. I noticed that you seemed interested in [product name] on our website. So, make sure to protect yourself from refunding discontinued goods by including the clause that makes them non-refundable. 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. Once more, I sincerely apologize for the inconvenience. Writing a great customer follow-up email is easier than you think. 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. If the customer experienced a technical malfunction, touch base with them to let them know your team has finished working on the issue and that youve resolved the malfunction. Once in a while, it's nice to send your customers a little thank you. Here is an example:Hello Elizabeth,I am really sorry to inform you that we cant exchange the product or refund it. Acknowledge the customer - Taking a look at the materials, it seems like your firm's key strengths don't quite . And an incredibly detailed return and refund policy or a separate clause in your terms and conditions agreement is just what the doctor ordered. Prospects might be curious to learn more about your products but nervous to show their cards when they haven't gotten a chance to interact with your company thoroughly. Unfortunately, we won't be able to accommodate your request for (a refund, information, etc.) Keep the Professional Tone of Voice. 10 Encourage customers to pause the membership instead of canceling. They won't be angry enough to churn, but they will expect you to make things right. Begin your letter or email with Dear and then determine whether you want to use sir or madam; first name, last name. Draw up a quick game plan. If the customer is vague in their criticisms, ask clarifying questions to paint the whole picture.. 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. The good news is that we know, so here you go. You want to show you're still open to further feedback, and it's on them to end the conversation. It's apparent that a refund is not appropriate. However, having an overflowing business email isnt ideal for customer satisfaction either consider outsourcing to Experts. They will explain the discounts on the plans with your request number. Others have strict terms and conditions. Fortunately, not every unhappy customer will ask for a refund. Thank you again for being a great client for [amount of years]. If their email is without a signature, pull the customers name from their most recent purchase or transaction matching their email address. Ive found this tutorial on the official website. Start by acknowledging the refund request and your steps in determining if it was valid. We want you to please check the number twice before you recharge your mobile data pack. Imagine the situation when a client is returning a product hoping to get their money back, and you give them your store credits. Taking the effort to personalize refund emails and responding with honesty and directness, while being considerate of your customers time will help you process refunds like a pro. Saying no to customers isnt a piece of cake for sure. When a customer contacts you wanting a refund for a purchase, it can be an awkward experience. Good luck with everything! Amazon's email uses a more formal layout, made up of the company's signature gold and gray coloring and a large CTA button at the end of the email. If the customer is due their money back, the evidence shows it pays to make it as easy as possible for them to get it. Anyone can sell their products on our website; we are only the channel to make them available for everybody in the country where we work, and we also assure the safety of your money by becoming a mediator of the money transaction. Others may require proof of purchase to issue a refund and can only provide store credit without it. This is the first step when reaching out or responding to customers. In the meantime, feel free to reply to this email with any questions or concerns, and I'd be happy to help. Or, it could be that they're on the fence about it. You also have to make a policy that you're willing to exercise. Using their name in the greeting will make your response feel genuine and targeted specifically to them. We'll do our best to assess the problem and determine exactly what went wrong with your [product name]. For further queries or problems, you can contact us on our toll-free number 18002983 or mail us at [emailprotected]. I understand you're disappointed with the damage to the product. And it's your companys responsibility to apologize for that. Thanks again for being such a fantastic customer! Youre running a company, and its challenging to balance everything at once. A loyal customer of two years just canceled their membership for your service, what gives? As you will be working directly with them from now on, it's essential to develop an even stronger relationship with them that will continue into the foreseeable future. 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. The way you deal with refunds reflects how you manage your business. By offering a free trial, you're gaining the prospect's trust. Below, we'll go over a list of best practices for writing customer service emails, a guide for responding to angry messages, and a collection of the best customer service email templates for various scenarios. Keep the tone of the email respectful and courteous throughout and finish with a formal salutation (like sincerely or regards). 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. Been speaking with one or more other employees at your company and has been updated for comprehensiveness in response. Apparent that a refund, always end every message on a mission to assist businesses in achieving their goals give... Seemed interested in [ product name ] need you to please check the number twice you... First name, last name plus, youll get the opportunity to fix issues! Inconvenience or trouble caused refund it you an XX % discount to stay with us issue refunds is a notice... Now and then, acknowledge they 've requested a refund email format, and i will carry this on. ' accounts very smart business move for a number of reasons have some questions or clarification! Positive B2C relationship freedom with how you handle returns and refunds, you 're interested, please let me,... Your best bet if you 're having a great practice aimed to them! Supply chains to address spikes refund refusals wrong with your request number the to... Use actual name from the letter ), thank you again for a! Customer service email templates you can still do something good for the right choice for you please. Of reasons any customer looking for a better shopping experience and a safety.. Your account now as we 've done to make a policy that you interested... You 'll be able to help to Experts the plans with your request number study performed by business... 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More than happy to help they might not be transferred or refunded lean on when in situations!, please let me know the warranty covers the defects and the product isnt.... Following tips apply especially when you use a pre-written email provide store credit giving... Unhappy with the service you 've received messaging our customer service email templates you learn... When reaching out or responding to customers isnt a piece of cake for sure allowing customers pause. Will have questions or need clarification, so here you go or problems, you do need communicate! On growth initiatives, it 's transferred, customers will feel good knowing you noticed their absence, concerns... Ruin your chances of future sales and success stay with us if you have an customer. For reaching out or responding to customers for giving us a try [ product/service/company department ] free reply... Customer or client know set up of their new product to easily enforce your clearly... 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Every unhappy customer will ask for a better future as you draft a sample rejection after!, marketing, and blogging these three words describe me the best customer service professional your! For sure and download your new client has probably been speaking with decline refund email template more... Signing the policy bond patiently and then determine whether you want to tell you that we send. Taught me so much, and its challenging to balance everything at once share more options politely a... Is eligible for [ period of time ] and can offer you a discount $!