Instead, take a minute to detox from any negative communication or hire a trained customer service representative to respond on your behalf. 2. If you reject their request, provide an explanation of . If you will refund the customer's money, tell them how and when they'll receive the refund. Unfortunately, we won't be able to accommodate your request for (a refund, information, etc.) Before you send the email declining a refund, proofread it carefully and check to see if you missed any policy explanations. We will process your refund immediately, but it may take up to 7 days for the money to appear in your account. We are very sorry for the inconvenience that is caused to you. Regardless of how it's transferred, customers will want to know where this money is coming from. What are the ins and outs of writing a refund request denial letter? We'll try to resolve the problem as soon as possible. These questions will help me find a more personalized solution to your problem. 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. The worst possible thing you could do is fight fire with fire. Also, if you have any questions or concerns, I'd be happy to help. You want to show you're still open to further feedback, and it's on them to end the conversation. A 14-day or 30-day return deadline is reasonable. We are very sorry for the inconvenience caused to you, and we know that you are unhappy with the product you have received. So, make sure to protect yourself from refunding discontinued goods by including the clause that makes them non-refundable. Some companies operate a no-refund policy. An RRP will help you limit the timeframe and circumstances for when you accept returns and offer refunds. There's truly nothing more disappointing than an automated, robotic, lifeless email from a company. I've forwarded this issue to [head of the appropriate department], our [person's job title]. You can either copy this template directly into a chain or use the exact wording to start a new thread from scratch. This information can help you choose the appropriate tone for your email whether profusely apologetic or cheery and helpful. Please, let us provide you with an in-store credit at 15% off the initial value of your blender. Depending on what you sell, define what other rules your clients should follow to return products. The above example reflects that possibility. You made it all the way down to the bottom of this article. If the customer is entirely unable to use the purchase due to the error, it's only fair to offer a full refund. Acknowledge the customer's negative emotions, feelings, and pains. Others have strict terms and conditions. I've contacted our accounting department to look into this issue for you. We didn't achieve our high standards on this occasion, and I would like to apologize. We understand that you're unhappy with the service you've received. Consider indicating that you spoke to a manager to add to the authority. Our free trial lasts 30 days and lets you navigate all premium features. I appreciate everything you've done to make our company the best it can be. You won't be able to easily enforce your policies surrounding refunds unless you have a well-drafted, publicly-displayed Refund Policy document. Here we have already provided you with various sample letters regarding many subjects. Do you know why they chose to do business with you? Taking a look at the materials, it seems like your firm's key strengths don't quite . 2. Then, you can take on a friendly, more comfortable tone. Uh oh. Refund emails are tough to write, as you're dealing with people's feelings and finances. I remember you were torn between two versions, but I firmly believe you went with the perfect choice for you. Save our rejection letter templates inside your canned messages to save time How to say no to a customer feature request Hi [NAME], In some cases, your customer service team won't be able to provide any type of refund or discount. We have rectified the issue, and you should be able to access your account now. Be professional - Even businesses with a casual email style should stick to a more formal tone. How to write a customer service email 10 best practices & 6 examples. With iTunes, refunds are only authorized if the purchased apps fail to load. To stave off refund abuse, you should have enough authority to decline money-back requests. Don't stop here. We know that [problem] has prevented you from achieving [customer's goal] and that we have fallen short of your expectations. 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. 10 Encourage customers to pause the membership instead of canceling. Smoothing out the problem by promising it wont reoccur maintains a positive B2C relationship. 1. 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. Be concise and give specific reasons and you're less likely to lose faith or receive pushback from a customer. the dollar amount of the disputed charge. This either requires you to send them a check or wire the money via a direct deposit. But dont gloss over other nuances because they can cost you money. Even if the warranty covers the damaged item, you wont be able to replace it as its no longer in production. As discussed above, it's essential to understand where the customer is coming from. However, if you don't allow any refunds or returns at all, it's likely you'll be appeasing many angry customers with refunds against your policy. Send an email to your accounting department to double-check that the funds were sent out, and then shoot off this reply. 4. To keep them coming back in the future, respond empathetically and offer alternative services. My role will be to guide you through anything you need. 1 Try to be positive about something in the letter of request or requested favor . 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. Then, acknowledge they've requested a return and begin the process. As this email sets the tone for your interaction with the customer, its best to make it enthusiastic. When dealing with repetive emails, like refund, Supercharge your communication with Flowrite. You've got an angry customer, and they want to leave your business. I'd be happy to talk you through some of our other options and see if any of them feel like a good fit. Text Blaze is the fastest way to do that. For example, "I'm sorry, but I am unable to write a recommendation letter for you at this time" directly and politely indicates your position. You can mention that in your policy. 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. It's not the refund the customer is looking for, but it's better than leaving them empty-handed. Refund email for an unsatisfied customer. I'm here for whatever you need and look forward to hearing from you soon. Here is an example:Hello Elizabeth,I am really sorry to inform you that we cant exchange the product or refund it. If you issue a refund, use your email to explain the timeline and manage expectations. You can use the following templates to decline a refund nicely and reasonably: Hello Mr Jonson, I am writing to you in regard to your recent call. Plus, youll get the opportunity to fix refund issues from your side before you have an unhappy customer.. It is possible to politely decline a letter of request. It also comes without saying that you should choose the words appropriately. For any other policy-related questions, you can visit our nearest store or contact us on our toll-free number 1800009090. Adding a Return and Refund Policy to your WooCommerce store is a very smart business move for a number of reasons. You can also reach out to us if you have any questions. Refund Not Received Follow-up Email Template Whether it's the bank's fault or your fault, communication is key to upholding your customer's trust. Source. A polite refusal is often your best bet if you have to reject a proposal. If you have any feedback or questions, don't hesitate to give me a call or shoot me an email, and I'll help you out! 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. Something went wrong. You should send this refund response as early as possible to acknowledge receipt of the request and set out the next steps. Sometimes they can be almost worse than an angry customer. Send an email to your accounting department to double-check that the funds were sent out, and then shoot off this reply. Its time to remedy the situation to your best abilities.. Sending a refund email follows a simple format. If the customer is complaining but will remain with your business, you should use template #5. December 27, 2022. Make it clear that you will be their direct contact from now on. Just as they have probably put a reasonable amount of time into writing their email, you, too, should do the same. Unfortunately, we can't offer a refund at this time. That will be your valid reason to decline money-back requests without hurting your business image. Here are a few helpful customer service email templates that you can use for refunds. For opting for the wrong reason or the loss of shipping caused to our company, you will be deducted from your other purchase of any product from our website. However, since they know what to expect from your products, theyll likely be upset when some products dont meet their standard. Are they users of your product? Thank you again for being a great client for [amount of years]. You'll also want to take credit for this refund, as it shows your intention to provide an honest transaction. Has it been occurring consistently, or does it happen on and off? Customers will appreciate the extension of responsibility. Yes | No | I need help 2 Say thank you for the request . How to write this refusal letter: Saying no to customers isnt a piece of cake for sure. Make sure to show your customer that youve really investigated the case. Chatdesk can help supercharge your customer support even if its just after-hours or on weekends. For example, its a standard practice to accept items only in their original condition and unopened. I'm reaching out about the refund you initiated on [date]. How to write an apology email to customers. Sometimes, customers reach out for a refund when they're past the date of eligibility. Give a reason for declining the request Briefly explain why you have to decline the request. Suppose your customer hasn't received a refund and reached out to you about it. Be sure to provide feedback and insights to individuals and teams! Conducting a survey can help you get into the minds of your customers and make effective changes to your service experience. Thanks so much for choosing us. 11 Give them a reason to stay engaged. For example, you could say something like, "I see that you've had this problem before, a few months ago." Be reassured that no data was lost during the downtime. Once you've built a real relationship with a customer, the last thing you want to do is break off ties as soon as they decide to take a different path. 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. 65% of a businesss profit comes from its current customers.. When reading over the email, try to understand the problem they're encountering before crafting a response. Plus, it also indicates your company is dedicated to fostering positive customer relationships, not just sales. Hello [Customer name] Thank you for contacting us. Be clear - It shouldnt be a mystery why a customer is losing out on what they perceive as their money. They will explain the discounts on the plans with your request number. Thanks again for being such a fantastic customer! Take advantage of this and ask several in-depth questions in a single email to find a solution as quickly as possible. You'll likely deny these refunds because you'll not get reimbursed by a manufacturer and you don't want to absorb that cost. 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. Remember, you must send the letter within 60 calendar days of the date that the first statement on which the disputed charge appears was sent to you. If you'd prefer to refer to your company in the plural form, simply swap the "I" for "We.". We hope that you are satisfied with your reply. In the meantime, please accept this replacement product [link] that I've personally assessed for performance. You may even impress customers. Let me know which option you'd prefer. However, get the refund process wrong, and you could destroy your reputation says retail giant Shopify. Heres how to handle the situation when you simply cant make that meeting, call, or catch-up with 12 cancellation email examples. [email signature and contact information] Sample letter #5 Dear [internal candidate name], We sincerely thank you for taking the time to apply and meet with our team about the [job title or position]. Offer a note of thanks for applying for a job position in the Hi-tech domain in a respectfully decline letter. We strive to ensure every customer is satisfied with our business, and I apologize for any way we may have inconvenienced you. Learn how can you adjust your supply chains to address spikes. Before we dive in, can you give me a little more context on the situation? After a careful investigation, weve come up to the conclusion that it was damaged while being used. First, lets understand whats the right way to say no to a refund request. Our customer support agents are based in the US and we offer super affordable and flexible pricing. Start by acknowledging the refund request and your steps in determining if it was valid. It shows empathy but also demonstrates that your hands are tied when it comes to the situation. The exception is when they are under warranty which covers the defects a customer is applying to. Whether it was a delayed package, a product outage, or a bad experience with the website, you want to reassure the customer that you've finished taking the necessary steps to ensure this doesn't happen again. Yes, you will have to decline the request but you should be encouraging about the person making the request and his or her endeavor. Ive found this tutorial on the official website. And the classic no, we won't give you your money back might not be the best answer. How are you enjoying working with the tool? Your new client has probably been speaking with one or more other employees at your company and has gotten relatively acquainted with them. 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. Keep the tone of the email respectful and courteous throughout and finish with a formal salutation (like sincerely or regards). While this particular sale might not have gone as planned, you never want to close the door on a future sale. Therefore, it's best to tackle the problem within an hour, as this will likely keep the conversation going over email and reduce the chance of a follow-up call. To avoid unpleasant surprises for customers and exhausting arguments for yourself, add this information to your policy. I appreciate your understanding,Lora from Customer Service SupportWhen sending an email, use company letterhead and signatures. If you're still searching for the right choice for you, let me know. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'f790713c-deef-4317-b51a-2ad6949730f8', {"useNewLoader":"true","region":"na1"}); Get expert insights straight to your inbox, and become a better customer success manager. Using their name in the greeting will make your response feel genuine and targeted specifically to them. I'm deeply sorry that that wasn't clearly demonstrated to you. If you ever have questions, run into problems, consider an upgrade or anything at all, I'm the one for the job. No matter what, ensure you fill every email with empathy and understanding even when the customer is angry. Hate saying no? Was this step helpful? The first lesson is to deal with issues promptly to avoid further negative sentiment. Email also allows you to get a lot more information about the situation because customers can take their time to write out thorough responses to your questions. I am the founder of Burban Branding and Media, and a self-taught marketer with 10 years of experience. Display that information right on the product page to avoid any misunderstanding. We've got you covered. Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness. This article explains why emails form a critical part of the process, describes the refund email format and provides four examples. To go the extra mile, follow up with all the customers whove had their refund requests accepted within a week. As a customer service professional, your goal is to have zero customers have such a terrible experience. Here are some common reasons why a refund may be declined: You will want to explain these reasons and do so with courtesy. If your customers take the time to respond to your questionnaire, then the least you can do is to appreciate them. Make your policy fair and well-thought-out leaving some space for manoeuvres and consistent enforcement. It doesnt matter if the scenario is a customer request, general FAQ, complaint, or feedback you need to follow up. You should provide this alongside an email explaining what you're doing and when. If the bag you received was wearing and torn, you should be sending us the photos of the bag on the same day of shipping, but we received nothing. Since you have been an integral part of their professional lives, you need to notify your clients of the change. [Replacement's name] is an outstanding Account Manager and a dear friend of mine. While this isnt always the case, it does help. 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. 11075606128 City Road, London, England, EC1V 2NX, Midlane LimitedRegistration Nr. If you're weighing your options, I'd love to chat further with you to help you come to a decision. We got you covered. Customer satisfaction is always a number one priority for us. If you'd like to upgrade to a new product, we can discuss that, as well. Yikes. We will be implementing measures to ensure that this doesnt happen again. We'd like to offer our sincerest apologies for any inconvenience this may have caused. 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. However, many people might want to game the system, and thats where problems crop up. Thank you! The more opportunities you give them to interact with you, the higher the chance their temper will subside, and they will come to respect your company again. I am so sorry to hear that [provide a summary of their bad experience]. If there's a manufacturer's policy that voids the warranty or other items out of your control, mention them, too. You may unsubscribe from these communications at any time. Entertaining and motivating original stories to help move your visions forward. By using our website, you agree to our legal policies: Now we can show you how to create efficient and effective refund emails. I appreciate you letting me know about your negative experience. When a customer reaches out to you for support, that shouldn't be the beginning and end of your interaction. So please fill out the following survey and give us your honest feedback. For example, they may have ordered the wrong product or no longer need your service. For further queries or problems, you can contact us on our toll-free number 18002983 or mail us at [emailprotected]. Doing business with you in the past [amount of years they've been with you] has been great. Have they had this same issue in the past? 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. Letter to decline or refund for the wrong recharge. Though using a customer service email template will make your job much easier, you should still follow a few best practices. Everything you need is included. It's also important to acknowledge your mistakes, taking some responsibility for what your company may have done wrong. Maintain positive customer relations - Even a 15 percent discount can encourage forgiveness. Whether youre going to pay for delivery or not, provide your clients with this information. They might even be mad about external factors and not necessarily your business. But it's also not them. Keep the Professional Tone of Voice. Check out our Customer Support page for more templates you can use today! 8 Tips for Writing Subscription Cancellation Emails to Boost Retention Below are some key tips to crafting cancellation messages, including an email template that you can totally steal for yourself. They aren't upset or frustrated but simply couldnt find a good use for the product. You also have to make a policy that you're willing to exercise. Ive dug into the issue and discovered that [explanation of the reason behind customers negative experience]. Alternatively, if a customer complaint is reasonable and polite, offer an incentive as thanks for remaining calm and patient with your team. As much as I hate to see you go, I completely understand how upset you must feel. The following tips apply especially when you use a pre-written email. There's no harm in indicating that you're sorry but the policy does not allow a refund in this matter. This refund is eligible for [period of time] and can be initiated by calling or messaging our customer service team. It's also good for building a good brand impression by showing customers you continuously strive to do better. 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. For [ amount of time ] and can be almost worse than an,! Us on our toll-free number 18002983 or mail us at [ emailprotected.. Trial lasts 30 days and lets you navigate all premium features on and off to [ of! When they 're past the date of eligibility you do n't want to explain these reasons do. Be a mystery why a refund in this matter us if you 're dealing with 's. In determining if it was damaged while being used it does help the tone for your email whether apologetic! 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