68 Refund & Return Response Templates

I've processed a full refund of [refund amount] for order #[order number], {{customer.first_name}}. You should see the credit in your [payment method] within [processing time]. No need to return the item.

I've issued a partial refund of [refund amount] for [refunded items] from order #[order number]. The remaining items ([items to keep]) are unaffected. You'll see the credit within [processing time].

Your refund of [refund amount] has been approved, {{customer.first_name}}. It will process once we receive the returned item. Here's your return label: [return label info]. Expected timeline: [return timeline] for shipping + [processing time] for the refund.

I can offer you [credit amount] in store credit for [product name], which you can use on any future order — no expiration. Alternatively, I can process a refund of [refund amount] to your original payment method ([processing time] processing). Which would you prefer?

I've refunded [refund amount] for your [billing period] subscription charge, {{customer.first_name}}. Your account will remain active until [access end date] based on the billing period you've already paid for.

I understand your frustration, {{customer.first_name}}. Unfortunately, order #[order number] from [order date] falls outside our [return window] return window. I've checked if we can make an exception, but [decline reason]. I can offer [alternative solution] instead — would that help?

I'm sorry, {{customer.first_name}} — [product name] falls under our non-refundable items policy ([reason for the policy]). I know that's not what you wanted to hear. What I can do is [alternative solution]. Would that work for you?

Our return policy requires items to be in [required condition] for a full refund. Since [product name] has been [item condition], I'm unable to process a standard refund. However, I can offer [alternative solution] — would that be acceptable?

I see you've had [number of refunds] refunds in the past [time period], {{customer.first_name}}. I've flagged this with my team to review. In the meantime, could you tell me more about what went wrong with [product name]? I want to make sure we fix the root cause.

Hi {{customer.first_name}}, we received a chargeback for order #[order number] ([charge amount]). We'd love to resolve this directly — chargebacks can take [chargeback timeline] to process through your bank. If you contact us directly, we can usually resolve it within [direct timeline]. Would you like to work with us on this?

I understand the concern about the [charge amount] charge on [charge date], {{customer.first_name}}. I've looked into it and found it's associated with [charge explanation]. Does that ring a bell? If you believe this was unauthorized, I'll escalate to our security team immediately.

I want to resolve this for you before it becomes a formal dispute, {{customer.first_name}}. I can offer [resolution offer]. This would be processed within [processing time], much faster than the [dispute timeline] a bank dispute typically takes.

I've reviewed the details for order #[order number]. The order was placed from [order details] and delivered to [delivery address]. Could you check if another member of your household may have placed this order? If you still believe it's unauthorized, I'll need [verification details] to proceed.

Here's your prepaid return label for order #[order number]: [return label info]

Please ship within [return deadline]. Once we receive and inspect the item (usually [inspection time]), your refund will process automatically.

We've received your return for order #[order number], {{customer.first_name}}. Your refund of [refund amount] is being processed and should appear in your account within [processing time].

We've received your return for [product name], but during inspection we found [inspection issue]. This falls outside our return policy for [reason for the policy]. I can either ship it back to you at our expense or offer [alternative solution]. What would you prefer?

Instead of a refund, would you be interested in exchanging [product name] for [exchange option]? We'll cover the return shipping and send the new item right away — you'd have it by [estimated delivery date].

I understand you'd like this reviewed by a manager, {{customer.first_name}}. I've escalated your case (ref: [case reference]) and you'll hear back within [response time]. [escalation details]

I've reviewed your case and I'm happy to make an exception, {{customer.first_name}}. I've processed a refund of [refund amount] for order #[order number], even though it's outside our standard policy. You'll see the credit within [processing time].

Beyond the refund, I'd like to offer you [goodwill offer] as an apology for the trouble. No strings attached — just our way of making things right. I hope we get a chance to earn your trust back, {{customer.first_name}}.

Since [product name] is past the return window but still under warranty, I'd recommend filing a warranty claim instead — you'll get a replacement at no cost. Here's how: [warranty process]. If you'd prefer a refund, I can check what options are available.