Explain the issue, and let your customer choose an alternate channel from the possible options. Thank you for your time and for giving us a try. Because your request falls under our refund policy [briefly state refund policy], we will gladly honor your decision. We are sorry for any inconvenience this has caused your business and are ready to resolve the issue as quickly as possible. Who knows, you might even be able to regain their trust to come back to your business in the future. 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). Mentioning legal constraints (if any) can be helpful, and most people will more easily accept that reason. Example response Hi Jane, I understand your frustration. If your team has developed some skills in the third-party system, consider creating your own knowledge base entries for the most common issues. Subject: Response to [Product/service name] [Pricing, payment, or feature] Question. I am sorry that youre disappointed with [name of product/ service]. When a customer decides to return your product and asks for a refund they are eligible for, there is nothing much you can do except making a great last impression. Its a compliment when your customers come to you for help because they like your work and they want it to solve more problems for them. In the meantime, we are prepared to transfer your account responsibilities to [new account manager name], pending your approval. A customer needs support for a third-party tool or system about which you cant answer detailed questions. Sample Refund Email to Customer. If you order three or more at once, that larger package allows us to use a combined shipping option that would work out to <$X> per (saving you <$Y> vs three separate purchases). This will let your customer know that you've taken the time to truly listen or read their complaint. Suggest a provider of similar goods that is located close to the customer and can offer lower transport costs. There is no single best answer in customer service, so dont treat our example answers as scripts or even as finished saved replies. You should have some templates for processing refunds that make the process smooth and easy. Use social proof to demonstrate the product is worth the cost. In addition to resolving the billing issue, we'd like to offer you [product trial, discount, points, etc.] By downloading, youll automatically subscribe to our weekly newsletter. 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. For example, if the customer posted a negative review, respond to the review to maintain your company's reputation. 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. It may take up to [number of days] to see the amount reimbursed to your account. Customer intelligence (CI) is the process of gathering and analyzing data from various customer interactions to generate actionable insights. Im sorry to hear that our product didnt meet your requirements. How to write an apology email to a customer. 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. The opening statement of your email addresses the recipient by name and states the purpose of the message. Sometimes customers will be unhappy with your products or services, or they may decide that what they've bought isn't quite right for them. Ask: "Why are you trying to do this?" "What would be the ideal resolution for you?" "Can you explain your current process further?" 2. Since your item shows signs of heavy use, we will not be able to refund you. When sending an email, use company letterhead and signatures. An account manager should be the go-to point of contact for a particular client. Ensure they are getting the best deal available. Once youve decided how youll respond to a customers refund request, inform the customer, justify your decision and explain the next steps you are going to take. I fully respect your decision and can only apologize for any problems your business experienced. In addition to making the handover directly to your customer, leave a good internal note to give your incoming colleague all the relevant details. You need to be a little more explicit about what the process will be and why its worth their time to help you help them. Handling tricky aspects such as refunds well will help boost the chances of a customer coming back to spend money with your business. Instead, use them as a foundation that you can adapt to your situation, in your own voice and tone. Zoho CRM allows users to create web forms to help customers reach out to the customer service team easier. Thank you for contacting us regarding your request to cancel your subscription to our [product/service name]. In contrast to addressing a poor review, it's just as important to give credit for positive reviews to encourage more customers to continue posting them. Checking in 14. 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. New York, NY 10003-1502, California Privacy Rights | Privacy | Terms | Sitemap. Refund request response template: when a customer leaves you. Use our Return & Refund Policy Generator to generate a Return and Refund Policy for your store. We're ready to resolve the issue as quickly as possible. Subject: [Customer Name's] Subscription Cancellation for/to [Product/Company name]. Acknowledge the truth of their complaint, rather than minimizing it. Did you know? Asking for feedback and showing your willingness to improve your product. Make the process as smooth as possible for them, even if you have to send them elsewhere. Regardless, this situation is sensitive because your company could be perceived as having malicious intent by trying to charge more than necessary, even if it was an honest processing mistake. 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. 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? I can understand that it is frustrating to contact us about a problem and have me ask you to do some work! Be sure to apologize to the customer in whichever setting they are complaining. Discover the tools and techniques used by high-performing customer service organizations in our free, six-part video course. None of these emotions will help you resolve the situation and ensure customer satisfaction. The additional price you see is the same amount were quoted by the delivery company we use. Make it clear the customer is in control. 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. It may be helpful to include this information in your request: . Weve processed your refund, and you should expect to see the amount credited to your account in about 3 to 5 business days. The goal is to remind the client of all the benefits and features that the business has to offer. Id love to help you with this, but Im afraid we dont have access to that information on our side. I do realize some larger companies are able to absorb or reduce some of those costs, and other companies inflate the item cost in order to reduce the apparent shipping cost. 116 Likes, 54 Comments - Who Shot Ya (@ishootyou) on Instagram: "*UPDATE* Avelo Air has decided to take a childish approach and block me on Instagram SOCIAL M." resulted from [what caused the issue]. That's why it's important to rectify a mistake immediately and assure customers that it won't happen again. If we can help you understand these options better, or if youd like help getting more out of your account, hit reply and let us know! They might submit a specific FAQrequiring you to give an answer while politely guiding them to resource pages for reference in your customer support response template. 78% of consumers will forgive a mistake if customer service is excellent. In B2C, for instance, it could be as simple as a person ordering clothes online and getting them delivered to their door. Facebook Temperature Range. Improve their chances of success by helping them write a clear support question to the third-party team. Perhaps there are discounts you can offer (e.g., to non-profits or startups) that the customer doesn't know about. Write an opening statement. 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. Too many poor online reviews, commonly seen on Google and Facebook, can be detrimental to a business. After the process is over, we will send the login details to your mailbox. Integrating customer relationship management (CRM) with customer service (CS) software lets users sync information between the two tools and communicate with customers from a centralized platform. It feels like were a little bit stuck here, and that must be frustrating for you. Instead of reducing the base price, consider offering a discount on an upgrade or contract extension. Another product-related concern you might encounter is a defective product. I thought that was pretty hassle-free. Basic refund request response Hi [Name], Thanks for reaching out. It helps businesses understand their customers' behavior, allowing them to personalize or adjust selling strategies. As we arrange that, though, I would love to understand your situation better and see if theres any other way we can help. Reassure the customer that you are there to help. To help you know what to expect, during the ordering process we show an estimated delivery date; perhaps that wasn't visible enough for you? Thats why losing customers for good can be a huge loss, and why, if you run a business, you should try your best to keep your customers around for as long as possible. Thank you for contacting us regarding your refund request on [product/service name]. Asking for a refund is often a sign that the customer feels like they havent gotten value from your product. Perhaps you can just give the refund and invest in long term goodwill. Thank you for your feedback, as this will help us improve our [product/ service]. A customer wants access to an account, but cant (or wont) pass security. They are applicable to business-to-consumer (B2C) and business-to-business (B2B) customers and can be tailored to all operational procedures and company policies. But sometimes, a customer may experience having an unresponsive account manager who can't assist with their needs or is not fit for their role. Shaun has plenty of experience in this area, and with his fresh perspective Im confident we can get this resolved for you. While its not something we plan to replace, I can give you a bit more detail about why we made the change and how it will hopefully benefit you in the long term. Thanks for the suggestion; I appreciate you explaining how it would help you out. Instead of over-apologizing for the removal, focus on what benefits that removal allows for all customers. This should be followed by addressing the customer's concern. Make sure you choose an appropriate email sign-off, too. If you reject their request, provide an explanation of why it didnt fall within your companys refund policy, and send them a nice rejection letter. 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