When someone questions a charge, stay neutral and factual: restate what it was, then offer to look into it before promising anything.
Re: your question about your recent charge
Hi [first name], Thanks for flagging this. Happy to clear it up. Looking at your account, the [amount] charge on [date] was for [what it covers]. I've included the details so you can match it against your records: [reference or line items]. If that lines up, you're all set. If something still looks off, let me know what you were expecting and I'll dig into it right away. I want to make sure this is right before we do anything. I'll keep an eye out for your reply. Best, [Your name] [Company]
A customer is confused or unhappy about a charge
You need to explain a charge before deciding on a refund
You want to investigate without admitting fault
Restate the exact charge and what it covers
Stay neutral; don't apologize or promise a refund yet
Ask what they expected to surface the real issue
Commit to investigating, then a clear next step
Selvo's AI agent learns your help center and answers questions like this one automatically, citing its sources and handing off to a human when it isn't sure. You keep the templates for the replies that still need you.
See how Selvo AI Agent worksAn invoice email should make paying you effortless: what it covers, how much, by when, and the link to do it.
A failed-payment email should feel like a helpful heads-up, not a warning. Most declines are an expired card, not a problem.
A price increase email earns trust by being direct: the new number, the date it applies, and an honest reason.
An auto-renewal notice should hold no surprises: the date, the amount, the plan, and an easy way to change course.
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