Refund request reply templates

Reply to a refund request quickly, acknowledge the problem, and say exactly what happens next and when. Approving or refusing money should be a person’s decision, so an AI agent should gather details and hand over.

When to use it

Use these when a customer asks for their money back, says something arrived broken, or is unhappy with a service. The first reply sets the tone for the rest of the conversation.

Ask for what you need in one message, such as the order number and a photo, rather than one question at a time.

If you are declining, explain your policy kindly and offer what you can, such as a replacement, a repair or credit. A clear reason calms most people down.

8 templates to copy

Copy a template, replace the words in square brackets, and read it once before you send it. Change anything that does not sound like you, because customers answer messages that sound like a real person who knows them.

Hi [name], I am sorry to hear that. So I can sort it out, could you send your order number and a photo of the problem? I will come back to you by [time] with what we can do.

Hi [name], thanks for your patience. I have refunded [amount] to your original payment method. It usually shows within [number] working days. Sorry again for the trouble.

Thanks for the photo, [name], that should not have happened. I can send a replacement today at no cost, or refund you in full. Which would you prefer?

Thanks for explaining, [name]. Our policy is [policy in one sentence], so I cannot offer a refund in this case. What I can do is [alternative, such as credit or a repair]. Would that help?

So sorry about this, [name]. Could you send your order number here? I will check it now and let you know today what we can do.

Hi [name], thanks for letting us know. I have passed this to [staff name], who handles refunds. They will reply here by [time] with the next step.

Subject: Your refund request for order [order number]

Dear [name],

Thank you for getting in touch, and I am sorry the [product or service] was not right. I am looking into it and will reply by [day] with a decision.

If you have photos or other details, please reply with them, as they will help.

Kind regards,
[your name]
[business]

Thanks, [name]. Refunds are decided by our team, so I have passed your details to them with everything you have told me. Someone will reply in this chat by [time].

What to avoid

• Arguing about who is at fault in the first reply.
• Letting an AI agent promise a refund. Money decisions belong to a person.
• Asking for card numbers in a chat. Refund to the original payment method.
• Going quiet after the first reply. Give a time and keep it.
• Copying the whole policy into the chat. One sentence and a link is enough.

Give this to your AI agent

Paste this into your AI agent’s instructions and replace the words in square brackets. Your agent then follows the same rules every time. What else to tell your AI agent.

If a customer asks for a refund, apologise once, ask for the order number and a photo in a single message, and say when they will hear back. Do not approve, refuse or promise any refund, credit or replacement yourself. Hand the chat to [staff name] with a short summary of the problem, then stay out of it.

Channel rules that apply

• WhatsApp. WhatsApp restricts automation and bulk sending on ordinary and Business app numbers, so treat automated sending as a risk you manage rather than one you remove. Reply in chats customers started, and never broadcast these messages to a list. Spaces keeps a connected number to at most 200 messages and 10 new chats a day, and a newly connected number warms up over four weeks. WhatsApp limits
• Instagram. Instagram only lets you message someone who has not replied inside its messaging window, so replies in existing chats work best. Reply to people who messaged you, commented or asked to hear from you. Instagram limits
• Messenger. Like Instagram, Messenger limits messages to people who have not replied, so replies in existing chats work best. Keep to people who wrote to your Page first. Messenger limits
• Email. A new chat here is a new email thread. Replies on a thread someone started are not held back by the warm-up. Spaces sends one email at a time to one person, never bulk email. Email limits

Spaces lowers the risk of a restricted account with enforced limits, warm-up and pacing, but no tool can guarantee a platform will not act on an account. How Spaces keeps accounts safe.

FAQ

Let your AI agent answer for you

Spaces connects your own WhatsApp, Instagram, LinkedIn, Messenger, X and email accounts to the AI agent you already use, so it can reply in your words and keep every account inside safe sending limits. No card needed to start a trial.

Related

More complaints and problems templates: Angry customer reply, Hand over to a person. All message templates.