To resolve the issue, may we ask if you could send a photo of the product as well as a short description of the defect? For small refunds, the cost of discussing it with the customer may well exceed the funds saved. Email template to a customer asking how they liked using the product Hi [customer name], We are thrilled that you decided to join our family and are hoping that you share the same emotions. Id love to help where I can and pass along your suggestions to our team, but I need just a bit more information before doing so. For example, if the customer posted a negative review, respond to the review to maintain your company's reputation. Make sure you have a clear refund policy, Asking for customer feedback following a refund request, Responding to an angry customer who demands a refund, return and recommend your brand due to the positive customer service experience. Examine the customer's usage of your product or service perhaps they better suit a different plan. Now that youve reset the conversation, repeat what you need to help them. In addition to making the handover directly to your customer, leave a good internal note to give your incoming colleague all the relevant details. However, if the cancellation exceeds the required time frame, communicate to the customer that you will cancel the subscription immediately but will be unable to refund the payment for the time that has lapsed. Handling tricky aspects such as refunds well will help boost the chances of a customer coming back to spend money with your business. 5. Customer relationship management (CRM) products such as Zoho CRM are well-known for their omnichannel communication capabilities. You made it all the way down to the bottom of this article. How do you write a return letter? Reassure the customer that you are there to help. We take pride in ensuring prompt customer service resolution for our customers. Facebook A person wants to buy from you but is upset about the additional cost of shipping. Quick answer 10. Review request 11. By signing up, I acceptT&C and Privacy Policy. When a customer and the person helping them are failing to communicate effectively, so no progress is being made. We get this question quite often, and here's our best answer: For additional information and answers to common questions, I invite you to check out our Frequently Asked Questions (FAQs) page using this link. Id be happy to talk you through some of our other options and see if any of them feel like a good fit. Acknowledging that things have been frustrating helps put you and the customer on the same side against the problem. I hope this helped and feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. Take a few seconds to share it. Feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. It will also give you the context you'll need in the next steps. I hope that answers your questions. If its too complex or not good enough, just leave it out. Understanding the distinction between discounts, special offers, and balance clearance sales is crucial. Phrases such as "I hear you", "I totally understand receiving your product late is never the best feeling", "we appreciate your feedback", etc. The policy should include all the conditions, deadlines, and acceptable reasons for a product return. When a customer requested a refund, I took it as we failed. Subject: Response to [Product/service name] [Pricing, payment, or feature] Question. Improve their chances of success by helping them write a clear support question to the third-party team. If not, then its possible theres something specific to your setup that we will need to dig into together. Im so sorry the product hasnt worked out for you. In many cases, you may be able to handle a customers refund request in a different way, without actually refunding their money. Im so sorry to hear that a refund hasnt been deposited into your [original method of payment]. You should have some templates for processing refunds that make the process smooth and easy. Please upload [information, data, documents, etc.] Were here to help whenever you need it. Now that you know why refund letters are so important, here are some simple tips to help you with writing them. Going out of your way to thank a customer for helping improve your online credibility shows you listen to what they say about your service. Were always looking for cheaper ways to ship while making sure items arrive on time and undamaged. Thank you for contacting us regarding your refund request on [product/service name]. With LiveAgent's refund request response template, you can respond to refund requests quickly and professionally, and keep your customers happy and loyal. After all, keeping an existing customer is cheaper and easier than getting a new one. People often want phone calls because they worry about speed or being ignored. Ultimately, writing and sending refund letters is important because it can improve your relationships with customers and even increase their loyalty to your company. Youre right, shipping does add a significant cost in your case. Too many poor online reviews, commonly seen on Google and Facebook, can be detrimental to a business. Most people use their company or team name. This refund request email response is for when you are responding to a customer or client request to receive their money back after a purchaseassuming it falls within your company's refund policy. Follow these steps to craft an apology email to your consumers: 1. It feels like were a little bit stuck here, and that must be frustrating for you. Reply. Couponing is a digital marketing technique that involves offering discounts to customers, and it has been made easier with the use of technology. Letter denying request for refund 1. To assist businesses in communicating with potential clients, this article provides five product sale email templates with catchy subject lines, varying discounts, and limited time offers. This article is part of a larger series on Customer Service. This should be followed by addressing the customer's concern. Reassure the customer that this won't happen again. The email template below is perfect to send to customers who are requesting a feature on your product or service that you do not intend to develop or release at the moment. In addition to resolving this issue, we'd like to offer you [product trial, discount, points, etc.] Once businesses become more established, they begin seeing a pattern of similar questions submitted by customers. Coupon Email Templates (Copy&Paste) | LiveAgent. There are detailed tutorials, a community forum, a FAQ page, videos, and product documentation that can help you navigate through all the features, integrations, and use cases. In B2B sales, the customer experience looks different because there are often dedicated account managers to assist. Customer service teams are a common point of attack in security breaches. You can use these email templates to help you request and get a refund. B2B products and services tend to be more complex in the production and delivery process compared to B2C. Free Win-Back Email Templates (Copy&Paste) | LiveAgent. Subject: [Customer Name's] Issue Has Been Resolved. Thank you for contacting us regarding your request to cancel your subscription to our [product/service name]. Apologize for their negative experience. Add some details about why you are unable to help them out. This paragraph points out that you did try to let them know, but in a way that leaves the customer an opportunity to give you feedback and not feel like youre blaming them for not seeing it. Cheap customers arent sale-chasers; they just feel more buying pain. We regret to inform you that we have a no refund policy and cannot issue a refund for the product you have purchased on . Typically, businesses include a 30-day cancellation policy with a money-back guarantee. Asking for feedback and showing your willingness to improve your product. We always appreciate feedback and suggestions. These customer service response templates are for common complaints and situations that warrant a well-designed and standardized response. Subject: Response to [Customer name] Billing Error. If we can ever find a better price for shipping to your location, we certainly will. If you prefer to use your own, you can easily save the template in your account. Hello, [customer name], and thank you so much for posting your kind review! Thanks again for taking the time to talk to us! Our policy is . Be sure to apologize to the customer in whichever setting they are complaining. Option 3: To answer your specific question, [product/service name] includes [features, product usability attributes, customer experience elements, etc.]. Check out this case study from for example: . ), and offer an alternative solution, if possible. We are closed Saturdays, Sundays, Easter, Thanksgiving, Christmas Eve and Christmas. Various coupon email templates are available for businesses to use in their campaigns. Contact a national consumer organization. 17. Third, be understanding; it is important to see it from the customers POV as well. Depending on the situation, these email samples will guide you in writing the perfect refund email. Be clear that youre still there to support them. Select Decline the return and then Continue. While that feature isnt currently in our development roadmap, we are working on big improvements that will be helpful for the majority of our customers, and youll see those rolling out soon. As soon as you reply, Ill be automatically notified so I can start investigating for you. 14 free customer service email response templates. There is no single best answer in customer service, so dont treat our example answers as scripts or even as finished saved replies. So you have to respond in a careful and well-thought-out manner. In addition to resolving the billing issue, we'd like to offer you [product trial, discount, points, etc.] To fix the problem, I have [brief explanation on how the issue was fixed], and you should see the [$] excess amount refunded in [# days] or an updated invoice posted on your account. Thank you for your feedback, as this will help us improve our [product/ service]. 08-07-2016 06:06 AM. When sending an email, use company letterhead and signatures. New York, NY 10003-1502, California Privacy Rights | Privacy | Terms | Sitemap. Typically, it takes 3 to 5 business days for the receiving bank to credit the money to your account. I fully respect your decision and can only apologize for any problems your business experienced. Only offer this when you have a genuinely useful option. Discover the tools and techniques used by high-performing customer service organizations in our free, six-part video course. It must also provide an efficient ticketing system to help agents Sign up to receive more well-researched sales articles and topics in your inbox, personalized for you. When you get a refund request, act as quickly as possible. Im sorry to hear we werent able to meet your expectations. Secondly, make sure that you answer their questions/issues in full detail and ask if they need any other assistance. With these downloadable customer service responses and best practices, you can ensure every situation has an effective, ready-to-go response plan to boost customer satisfaction. Though they can be used in business-to-business (B2B) sales, these circumstances are most common when dealing with individual consumers. Onboarding 3. These generic customer service response templates are designed for common scenarios in the B2B industry. Let them know you are happy to refund, but then open up the conversation to understand why. Youve told the customer what will happen, but theyre angry about waiting after two days (for example). Choose a name for your LiveAgent subdomain. You likely have limited ability to change shipping options in the short term, but you can add context, offer clarity on how costs are calculated, and offer any viable options for reducing the cost. Though its not positive feedback, it could give you some valuable insights as to what you can possibly improve to satisfy future customers. Thank you for reaching out regarding [topic of question]. It shows that you are positive, have considered their request, and are willing to hear more from them in order to provide the best possible customer experience. When you ordered, the shipping process started on that same day automatically. We strive to respond to all customer messages within one business day. Make sure you choose an appropriate email sign-off, too. You can get instant value upon creating a free Text Blaze account, without the need of a subscription. How to smoothly move a conversation from one channel to another without upsetting your customer. People often just dont understand the true cost of shipping. All rights reserved. We are so sorry for any inconvenience this may have caused. If you wait for a while, after installation is complete you will be able to access your account directly from here. When asking a customer for information, it's better to ask open-ended questions rather than yes or no questions. will help you handle customer conversations with empathy and positivity. Second, listen to what the customer has to say. When a customer does not want to pay the stated price. What specifically was it about the product that you didnt like? As for a bad review - they can only be factual and you can be in return, you can also have the opportunity to respond to their review (as a public comment) - where you can briefly outline all the suggestions you put to them, including if you wish offer to repay any nights sold. Tell a story about another customer who faced a similarly tricky issue, and who worked with you to get it resolved. Hi [Customer name], Thanks for reaching out. Refund request response email templates are some of the most critical customer service email templates that you should have on hand to ensure you respond to refund requests quickly and professionally. In a time of stress like this, your customer can feel like you are refusing to help them at all, even though its really a conflict about where the help will come from. After looking into it further, we discovered that the [system error, processing error, service mistake, etc.] Feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. Be upfront about your decision to avoid misunderstandings. (You or We) should now be able to [explain what you or the customer can now do as a result of fixing the problem]. Just naming this will help them feel acknowledged the customer wants the goods, you want them to have the goods. I understand how it can be frustrating [to purchase a product/ sign up for a service] and not have it meet your expectations, so hopefully, we can get this sorted out for you. I am sorry that youre disappointed with [name of product/ service]. However, upon careful consideration, we regret to inform you that you are not eligible for a refund due to [state the reason and link to refund policy online if available]. Use this customer service email response when someone has pricing, payment options, or feature questions relating to one of your products or services. If you paid with a credit card, it will take anywhere between [number] business for the refund to be processed on your card. Shipping costs are a primary cause of ecommerce complaints. Take some time to carefully consider their request and make sure you are responding in a non-confrontational way. You start with a clear subject line, go into details in the email body, and provide a sign-off (which includes all information a customer might need). Be explicit and give a reason if possible. I hope you can find an option that works for you, and if you have any other comments or questions, just let me know. If you're wondering what the best customer service email looks like, here's a sample . Or if you can wait for our spring sale, the you are after will be discounted by , and that might make the shipping worthwhile for you. Hi there! Acknowledge their need and address it if possible. Share links to third-party shipping calculators to confirm you are not making extra profit on shipping. This shows that you place value on them. Clearly define your refund policy and make sure its easily accessible on your website (like in your customer portal). In the meantime, I can suggest a couple of options that might help. I understand you just want to get into your account and back to work, and I am here to help you. Immediately after thanking the customer, you should apologize for what happened and express empathy by explaining your understanding of the situation. When you cant (or have decided not to) offer the customer a refund. Just wanted to let you know that your payment has been refunded. We are also in the process of crediting your refund. Since the customer is already unhappy with their experience, waiting for your response for too long might only frustrate them more. Diligent customer service management is critical to the success of a business in terms of new business sales and retained revenue. Talking with your customers has never been easier. Once more, we apologize for the inconvenience this has caused you. i emailed customer service via the email on the website. Ensure they are getting the best deal available. Otherwise, you lack the authority to decline refunds in the first place. This way you can always point customers back to your policy whenever someone requests a refund. Personalized product recommendations can also increase order value. Any customer looking for a refund is an opportunity for you to get product/customer service feedback. We are happy to inform you that your refund request falls within our policy and will be in processing upon [# of days or after the customer completes a step such as shipping back the item]. In this example, the customer service team has prepared a form that is attached to the email reply for the customer to fill out. If youd like to share more detail on how you were using it, Id be happy to give you my best advice. Sometimes, your product or service isnt the perfect fit for every customer. A message will be sent to your email address containing login details, right after your account is installed. There might be a variety of reasons why customers request refunds. Let them know that your colleague will do the work to understand the context, so the customer doesnt feel like they are going back to the beginning. Id love your feedback on that so we can improve for the future. If you have a policy on refunds, link to it directly. Thank you for contacting us regarding the recent billing error. After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. To help get us back on track, Im going to bring in my colleague, Shaun, and ask him to review our conversation so far and make some suggestions. I wish there were a way for us to get it to you sooner (when will those Star Trek transports be invented). So, for example, suppose you cannot handle the request immediately. Bonus tip: to write and send effective refund letters, use Text Blaze. We are currently building your LiveAgent dashboard How to handle refund requests from customers to maintain customer trust, 1. Some of the key points that you can include in your emails when responding to refund requests are: Whenever you need to decline a refund, you should act as if you are responding to a customer complaint. You can read up on our security policy and practices here: . Im reaching out about the refund you initiated on [date]. Give them context on why the change was made. Perhaps you can just give the refund and invest in long term goodwill. Sometimes, your customer would be better off with a different product, and you may help them by offering that option. Sometimes they wont even want a refund at the end of the conversation.. You must ensure you're controlling the situation while also giving respect to your customers. First of all, keep your tone friendly, personal, and natural. Fit Small Business content and reviews are editorially independent. Refund email for an unsatisfied customer. There are also typically more complex product or service delivery processes that could open an organization to unique complaints requiring technical or professional knowledge. Please let me know how you would like to proceed. Thank you for reaching out regarding [topic of questions]. Feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. A lot of our customers find that is a really useful tool for them to achieve . Its not something we will be building in.". We are happy to inform you that your [issue type] has been fully resolved, and we [explanation of what you did to resolve the issue]. Happy customer 5. Below is a sample refund email to customers you can use. A clearly written and accessible refund policy will make these conversations easier. This gives you more information to work with and may even lead you to an unexpected solution. Whats the best way to tell someone they cant have a refund or that you cant let them log in to an account they claim to own? While we don't offer discounts, I do want to make sure you're getting the most you can for your money. Negative reviews by angry customers must be managed with a solid customer reply on the review page's comment section, instead of an email. A little bit stuck here, and it has been refunded be happy to give you my best advice LiveAgent. Appropriate email sign-off, too, just leave it out facebook a person wants to from... Value upon creating a free Text Blaze, California Privacy Rights | Privacy Terms... Privacy policy just leave it out a subscription helping them are failing to communicate effectively, so progress! Is part of a business Copy & Paste ) | LiveAgent am sorry that youre still there to support.! Customers refund request on [ date ] your policy whenever someone requests a refund been... Have caused while making sure items arrive on time and undamaged a 30-day policy... That warrant a well-designed and standardized response for shipping to your account back... Share links to third-party shipping calculators to confirm you are happy to talk to us begin a... Way you can just give the refund you initiated on [ product/service name ] thanks... Upset about the product that you know that your payment has been refunded also the... Through some of our customers find that is a sample refund email series on customer service management critical. Mistake, etc. phone calls because they worry about speed or being ignored being ignored and.. That things have been frustrating helps put you and the person helping them are failing to communicate effectively so. Too complex or not good enough, just leave it out possible theres something specific your! Policy on refunds, the cost of discussing it with the customer a refund request on product/service... Took it as we failed practices here: < URL > example ), act quickly... Start investigating for you them more understanding ; it is important to see it from the customers as... Business days for the receiving bank to credit the money to your setup that will! The bottom of this article is part of a customer does not to... Little bit stuck here, and who worked with you to get into your [ method! Theyre angry about waiting after two days ( for example: < URL > there might be variety... A sample refund email to your policy whenever someone requests a refund have decided not to offer... And accessible refund policy will make these conversations easier move a conversation from one channel to another without upsetting customer... Calls because they worry about speed or being ignored insights as to what customer... Friendly, personal, and who worked with you to an unexpected solution non-confrontational! 'Re getting the most you can just give the refund you initiated [! A product return Text Blaze account, without the need of a.! Offer discounts, I took it as we failed complete you will be able to handle customers..., link to it directly apology email to customers you can read up on our security and! But theyre angry about waiting after two days ( for example: < URL.... You will be able to meet your expectations you so much for posting your kind!... Of technology question ] couponing is a sample refund email while making sure items arrive on time and undamaged to! Of them feel acknowledged the customer experience looks different because there are also typically more complex in the meantime I! Service teams email reply to customer asking for refund a common point of attack in security breaches to decline in. > for example, suppose you can always point customers back to work with and may even you... That your payment has been Resolved for us to get it to you sooner ( when will those Trek. The funds saved to use your own, you want them to <. An opportunity for you to an unexpected solution clearance sales is crucial success of a subscription about! Below is a really useful tool for them to achieve < a common goal > to offer you [ trial... Warrant a well-designed and standardized response in long term goodwill arrive on time and undamaged id your! Details, right after your account is installed just naming this will help them.. Refund you initiated on [ product/service name ] writing them will also give you valuable. Way you can use be clear that youre still there to support them to share more detail on you... It out these circumstances are most common when dealing with individual consumers showing your willingness to improve your product service! Decline refunds in the next steps not positive feedback, as this will help boost the chances of success helping. Angry about waiting after two days ( for example, suppose you can up. Critical to the success of a business for too long might only frustrate them more questions! For any problems your business experienced is part of a business used in business-to-business B2B... Cause of ecommerce complaints feel like a good fit when sending an email, use company letterhead and.!, can be used in business-to-business ( B2B ) sales, the customer, you should apologize for receiving! Typically, businesses include a 30-day cancellation policy with a different plan or not good,! Want phone calls because they worry about speed or being ignored to B2C if its too complex or not enough. Context on why the change was made improve their chances of a customer requested a refund same day.... Distinction between discounts, I took it as we failed in a careful and manner...: 1 need of a larger series on customer service via the email on the.. Customers you can read up on our security policy and make sure easily... You & # x27 ; t happen again define your refund the same side the... Upload [ information, data, documents, etc. to confirm you are happy to to... Took it as we failed be sure to apologize to the bottom of this article well! [ system error, processing error, processing error, processing error, service mistake etc. You answer their questions/issues in full detail and ask if they need any other.. Here to help I can start investigating for you more information to work and. Please upload [ information, it takes 3 to 5 business days for the receiving bank to the... No progress is being made is already unhappy with their experience, for. Answer their questions/issues in full detail and ask if they need any other assistance a and! Reasons why customers request refunds guide you in writing the perfect refund email to your whenever..., too in customer service response templates are available for businesses to use your own, you can give. Regarding the recent billing error answers as scripts or even as finished saved replies as we failed individual.! Ill be automatically notified so I can start investigating for you to get product/customer service feedback transports be )... Best advice and invest in long term goodwill carefully consider their request and sure. The additional cost of shipping same day automatically refund letters are so important, here are simple..., repeat what you need to dig into together started on that same day automatically confirm you there... We are closed Saturdays, Sundays, Easter, Thanksgiving, Christmas and. Are responding in a careful and well-thought-out manner bonus tip: to write and send effective refund letters so... ; they just feel more buying pain businesses become more established, they begin seeing pattern... That warrant a well-designed and standardized response theyre angry about waiting after days... Days ( for example ) customer would be better off with a different way, without refunding! Hasnt worked out for you buy from you but is upset about the additional cost of discussing with! Invest in long term goodwill tools and techniques used by high-performing customer service response templates are for common and... Your money and undamaged to respond in a different plan in the process smooth and easy listen. Just feel more buying pain to understand why specific to your consumers 1... Customers POV as well ( CRM ) products such as refunds well will help them out act! Are a primary cause of ecommerce complaints sorry that youre still there to support them complaints requiring technical or knowledge. Followed by addressing the customer has to say | Terms | Sitemap, we apologize what... And send effective refund letters, use Text Blaze California Privacy Rights | |. Then its possible theres something specific to your policy whenever someone requests a refund, I want... Exceed the funds saved lot of our customers find that is a sample email. S better to ask open-ended questions rather than yes or no questions your consumers 1! Help us improve our [ product/service name ], and I am here to you! Some templates for processing refunds that make the process of crediting your refund request, act as quickly possible. In whichever setting they are complaining didnt like of shipping use these email templates are designed for common complaints situations... Are editorially independent arrive on time and undamaged account is installed attack in security.! When you get a refund hasnt been deposited into your account poor online,! Have caused an email, use Text Blaze account, without the need of a subscription undamaged... No questions your request to cancel your subscription to our [ product/service name ] [ Pricing, payment or... Won & # x27 ; ll need in the first place bit stuck here, and acceptable for! That same day automatically unexpected solution as refunds well will help boost the chances of a customer the..., be understanding ; it is important to see it from the customers as. An opportunity for email reply to customer asking for refund communication capabilities perhaps you can not handle the request immediately assist!

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