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Refund email template

A refund email should remove every ounce of doubt: how much, back to where, and when. This template confirms all three and leaves the customer feeling taken care of rather than processed.

Subject line

Your refund is on the way

Email body

Hi [first name], Good news: I've processed your refund of [amount] back to your [payment method, e.g. Visa ending 1234]. You should see it land within [timeframe, e.g. 5–10 business days], depending on your bank. The refund references order [order number]. If it hasn't shown up after [timeframe], reply to this email and I'll chase it down with our payment provider right away. Sorry again for [the reason, if there was one], and thank you for your patience. Best, [Your name] [Company]

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When to use this email

  • You've approved a refund and want to confirm the details to the customer

  • A customer is anxious about whether and when their money is coming back

  • You want to pre-empt the "where's my refund?" follow-up

Tips for making it yours

State the exact amount and the method it's going back to

Give a realistic timeframe and blame the bank, not yourself, for the wait

Invite them to follow up if it's late; it signals confidence

If the refund followed a problem, apologize briefly without re-opening it

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Exchange request response

An exchange should feel like an easy swap, not a second purchase. This template confirms the new item, explains how the exchange works, and tells the customer when their replacement will arrive.

Damaged item response

A customer who opened a damaged box is already let down, so the reply has to fix it fast, not interrogate them. This template apologizes, offers an immediate replacement or refund, and keeps the only ask (a quick photo) as light as possible.

Discount request response

Saying no to a discount doesn't have to feel like a door closing. This template declines warmly, reminds the customer what they're getting, and points them to a real alternative so the conversation stays positive.

Browse all 47 support email templates →

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