Reply: Refund Request Approved

Purpose: confirm a refund clearly, with honest timing.

Use it when: the refund meets policy, passes all checks, and is within your authority (or has been approved).

Goal: the customer knows the amount, where it is going, and when to expect it.

Version: v1.0

Before you send

Decision path complete (see Refunds and Exceptions): no chargeback, order paid, not already refunded, policy met, no abuse flags, within authority
Refund actually issued in the system before you say it is done
Amount and last four digits of the original payment method noted
Return needed or not, per policy
Every other question in the message noted

The flow

1. Personal line and the answer

You: Hi (CUSTOMER FIRST NAME), Thanks for letting me know the (PRODUCT) wasn't right. I've refunded (AMOUNT) to your card ending in (LAST FOUR DIGITS).

Why it works: the outcome comes first, with exact amount and destination.

2. Honest timing

You: Refunds usually show in your account within 5 to 10 business days, depending on your bank. Your confirmation number is (REFUND REFERENCE).

Why it works: honest timing prevents "where is my refund?" tickets.

3. Any next step for them

You: You don't need to send the item back. (Or: Please use the return label attached within 14 days. The refund is already done, so there's nothing else to wait for.)

4. Close

You: If you don't see it by (DATE PLUS 10 BUSINESS DAYS), reply here and I'll trace it with our payments team. Best, (YOUR NAME)

If the refund will be issued after the return arrives

You: Here's your prepaid return label: (LABEL LINK). Once the item reaches us (usually (NUMBER) days after drop-off), I'll refund (AMOUNT) to your card ending in (LAST FOUR DIGITS), and you'll get an email confirming it.

Status: Pending until the customer ships, then On-hold until received. Set a reminder.

If it is a partial refund

You: I've refunded (PARTIAL AMOUNT) for the (ITEM), which is the part of your order that was affected. The rest of your order stays as it is.

Explain clearly what the amount covers. Never leave the customer guessing why it is not the full order total.

Objections and tricky replies

Customer says	You reply
"Why does it take so long?"	"The refund left us today. After that, it's your bank's processing time, which is usually 5 to 10 business days. If it's not there by (DATE), I'll trace it for you."
"My card is cancelled."	"Card issuers usually still pass refunds to your account. If it doesn't arrive, contact your bank with the reference (REFUND REFERENCE), and reply here if you need help."
"Refund it to a different card."	"For your security, refunds can only go back to the original payment method."

After you send

Internal note:

Issue: refund request, (REASON). Checked: decision path complete, within Tier 1 limit. Done: refunded (AMOUNT) to card ending (LAST FOUR), ref (REFUND REFERENCE). Promised: arrives in 5 to 10 business days. Next: none.

Tags: refund, reason tag. Status: Solved. Log in the exception log if outside standard policy.

Never do this: never write "I've refunded" before the refund is issued in the system, and never say "instantly" or "within 24 hours" unless the client's payment process guarantees it.