You mentioned that
is cheaper, but there are a couple of key differences you might not know about. Thank you for reaching out to request a refund on your purchase of [name of product/ service]. I look forward to hearing from you, and thanks again for your help. Could you please let me know what specific issues youve encountered? Your package was picked up from our warehouse on , and its now with , so it is well on the way to you. Diligent customer service management is critical to the success of a business in terms of new business sales and retained revenue. ), and offer an alternative solution, if possible. We regret any inconvenience this may have caused. Email marketing is a vital component of sales campaigns, but it requires a more strategic approach, including design, tone of voice, frequency, and creativity. Email marketing is a popular way of delivering coupons to customers. When a customer and the person helping them are failing to communicate effectively, so no progress is being made. If you have a public roadmap, link to it and share some of the upcoming improvements. Email Template 4: Asking for customer feedback. If the reason for a refund is not clear, ask some follow-up questions to find out what they hoped to experience from your product or service and how it failed to meet their expectations. If you can get a better understanding of the customers needs and requirements, you might be able to adjust your offering or propose another solution that might satisfy your customer. Be explicit and give a reason if possible. Reassure the customer that they won't have to repeat themselves. For instance, you might need them to ship back the incorrect item, and in this case, you must provide details on how to do thatpreferably with no cost required from their end. Once businesses become more established, they begin seeing a pattern of similar questions submitted by customers. If youd like to share more detail on how you were using it, Id be happy to give you my best advice. When a customer does not want to pay the stated price. If you have any questions or concerns, Id be happy to help. 08-07-2016 06:06 AM. Id be frustrated too in your position. Sign up to receive more well-researched small business articles and topics in your inbox, personalized for you. In B2B sales, the customer experience looks different because there are often dedicated account managers to assist. When a conversation with a customer is just not getting anywhere, it can be frustrating for everyone involved. Discount request: yes 15. 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. We are closed Saturdays, Sundays, Easter, Thanksgiving, Christmas Eve and Christmas. You know how it feels when you lose access to something you value, so make sure to express that empathy, but also give your customer context. You can use these email templates to help you request and get a refund. While you obviously want to avoid issuing refunds as much as possible, some customers will not be happy with your product no matter how good you think it is and will ask for their money back. Write an opening statement. First, establish a rapport and find out what they're trying to achieve. However, sales promotions still play an essential role in marketing plans. Only offer this when you have a genuinely useful option. Be clear about what is needed to give access. Id be happy to talk you through some of our other options and see if any of them feel like a good fit. Connect with him on Twitter and LinkedIn. Shaun has plenty of experience in this area, and with his fresh perspective Im confident we can get this resolved for you. We are currently building your LiveAgent dashboard How to handle refund requests from customers to maintain customer trust, 1. 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. We appreciate your recent sign up for a LiveAgent. We sincerely apologize for the inconvenience caused. Be sure to apologize to the customer in whichever setting they are complaining. That's how your answer will look more official and not appealable. LinkedIn As we arrange that, though, I would love to understand your situation better and see if theres any other way we can help. Make it easy for them to take the necessary steps. Hello [Customer name] Thank you for contacting us. If you need help, here are some free templates for different scenarios that you can use to make sending refund letters painless and stress-free. In today's digital age, the first impulse of a customer before patronizing a brand is to check available customer reviews. These customer service response templates are for common complaints and situations that warrant a well-designed and standardized response. 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. If youre not sure how to proceed, send them a cancellation confirmation message to show your acknowledgment of the issue. Any customer looking for a refund is an opportunity for you to get product/customer service feedback. Acknowledge the reality of the situation. Let them know you will get back to them as soon as possible. Once you send me the following: , my next step will be to replicate that same setup on our side. This is something we do not take lightly. redeemable through this link. 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. Contact a national consumer organization. It's often needed when someone is unhappy with the product or service or has found that it wasn't a good fit for them. We are sorry for any inconvenience this has caused your business and are ready to resolve the issue as quickly as possible. People often just dont understand the true cost of shipping. 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). In the case of legal restrictions, make it clear up front where you can and can't help people. (Source: TrailHead). If youre still on the lookout for the right choice for you, please let me know. Assuming the customer is eligible for a replacement, ensure the new product is shipped immediately and offer a gift or discount to compensate for the mistake. These emails should show empathy and understanding while remaining respectful and honest. Refund email for an unsatisfied customer. Refund Not Received Follow-up Email Template 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. These are the best professional email response templates for responding to customer issues specific to business-to-consumer (B2C) sales. resulted from [what caused the issue]. Reassure the customer that this won't happen again. Apologizing to the customer is another important step in responding to a customer complaint. Option 2: Since the error was on our end, feel free to keep the [incorrect product name]. Having poor reviews online sets you back and drives potential customers away. Thanks for the suggestion; I appreciate you explaining how it would help you out. They may have decided your product or service isnt right for them, or it might not be the right time to use it. It may take up to [number of days] to see the amount reimbursed to your account. That makes our product really cost effective for them. Convince the customer you need their help. Just naming this will help them feel acknowledged the customer wants the goods, you want them to have the goods. While Im unable to offer a refund (please see our terms and conditions here), I can . We're ready to resolve the issue as quickly as possible. Now that you know why refund letters are so important, here are some simple tips to help you with writing them. The short answer is that this was a complex feature to maintain. Providing a clear explanation of why you have to deny their refund request, with a link to your return and refund policy for future reference. 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. 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. Asking for a refund is often a sign that the customer feels like they havent gotten value from your product. Renewal reminder 9. So you have to respond in a careful and well-thought-out manner. After looking into it further, we discovered that the [system error, processing error, service mistake, etc.] Option 2: To answer your specific question, the payment (plans or methods) we accept for [product/service name] include [list of payment plans or payment channels accepted]. Typically, businesses include a 30-day cancellation policy with a money-back guarantee. When a customer asks for a discount that we cannot give, we send this email response: Hi % {first_name}, First of all, thank you so much for checking out Groove! I fully respect your decision and can only apologize for any problems your business experienced. While we cant build exactly what youre after, I do have a suggestion that might get you most of what you need. 78% of consumers will forgive a mistake if customer service is excellent. Almost nothing upsets a customer more than customer service responding slowly when they are already upset with the company. 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! Heather57. Pre-empt the argument that other companies offer cheaper options. Thank you for reaching out regarding the [issue type or problem] with [software, product, or service name]. If their team needs any further information from our side, just let us know, and we can pass that on. Clearly define your refund policy and make sure its easily accessible on your website (like in your customer portal). Option 3: To answer your specific question, [product/service name] includes [features, product usability attributes, customer experience elements, etc.]. Distance. If you paid with PayPal, you will see the refund in your account immediately. Take some time to carefully consider their request and make sure you are responding in a non-confrontational way. 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. Thank you for reaching out regarding [topic of questions]. In B2C, for instance, it could be as simple as a person ordering clothes online and getting them delivered to their door. Give them context on why the change was made. Customer service reports provide businesses with an overview of a support team's activity summary, individual agent performance, and quality of customer interactions, which can help identify best practices and areas for improvement. Youve told the customer what will happen, but theyre angry about waiting after two days (for example). You should receive delivery on , according to their last update. They may be threatening to escalate above you or cancel altogether. Sending a refund email follows a simple format. Jess served on the founding team of a successful B2B startup and has used a wide range of sales and marketing tools over the course of her 15-year career. Adapt this section for the specific situation technical troubleshooting, identifying their account, whatever applies. Basic refund request response Hi [Name], Thanks for reaching out. After researching the matter, we found the package didn't arrive because [the reason the product wasn't delivered]. Support customers across email, live chat, and more. Product warranties typically cover replacing defective products due to factory defects. Don't try to wiggle your way out. 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. If you paid with a credit card, it will take anywhere between [number] business for the refund to be processed on your card. First of all, keep your tone friendly, personal, and natural. Be upfront about your decision to avoid misunderstandings. Ive just had a look at your account, and one thing I noticed is that you're not using right now. In addition to resolving this issue, we'd like to offer you [product trial, discount, points, etc.] Checking in 14. If you're wondering what the best customer service email looks like, here's a sample . In the meantime, feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. Thanks so much for reaching out. You should have some templates for processing refunds that make the process smooth and easy. Please note that we have received your request and your cancellation will take effect immediately. In many cases, if the refund process is painless, consumers are more likely to return and recommend your brand due to the positive customer service experience even though your product wasnt the right fit for them. Make sure you choose an appropriate email sign-off, too. 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). All rights reserved. I understand you just want to get into your account and back to work, and I am here to help you. redeemable through this link. Subject: [Customer Name's] Refund Request for/to [Product/Company name]. Ultimately, writing and sending refund letters is important because it can improve your relationships with customers and even increase their loyalty to your company. [Description of how those features can provide value or meet a specified need by the customer.]. Acknowledge their request, show some empathy, provide a concise explanation on why you cannot issue a refund (whether its old warranties, missing the refund deadline, the condition of the returned product, etc. On the other hand, when a customer is not eligible for a refund, it could get tricky as they might react negatively. Free Win-Back Email Templates (Copy&Paste) | LiveAgent. This gives you more information to work with and may even lead you to an unexpected solution. When you get a refund request, act as quickly as possible. Its not something we will be building in.". If not, Ill be happy to issue you a refund. It should be in your account email inbox now. You should respect the customer's choice wherever you can, but if you need to move them, explain why and reassure them that you will resolve their question. Twitter Thank you for bringing this problem to our attention. While it's not a negative inquiry, it's best to respond using the same best practices you would use for a complaint to make sure you fully address their needs and ensure they feel valued. Your customer service responses should be crafted with standard replies to complaints and issues that address your customers' concerns. We strive to respond to all customer messages within one business day. How to smoothly move a conversation from one channel to another without upsetting your customer. You could move down to our basic plan and save <$Y>, though you would lose access to that I can see youre frequently using. 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. Let them know you are happy to refund, but then open up the conversation to understand why. Subject: [Customer Name's] Online Service Down. You have the option of entering your reason for declining the request, but it will not be visible to the buyer. Pro tip: Products such as Salesforce offer centralized modules to receive customer cases and complaints, assign them to reps, and track their remediation progress. At we prefer to be transparent about the real costs involved, and every customer gets the best deal we can offer. Why is writing good refund letters important ? An account manager should be the go-to point of contact for a particular client. 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. A message will be sent to your email address containing login details, right after your account is installed. Thank you for bringing this problem to our attention. will help you handle customer conversations with empathy and positivity. We'll need to loop in our engineers, so Ive started an email thread for you with all the relevant information youve shared. 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. In the meantime, please let me know if you have any additional questions or concerns Id be happy to help! Letter denying request for refund 1. Subject: [Customer Name's] Question on [what they asked about]. If you have a software product, try to make it easier for customers to identify third-party issues by writing clearer error messages. Receiver Sensitivity. Our policy is . Turning support requests into customer insights, Migrating a Customer Query Between Support Channels, 10 Ways to Improve Your Customer Service Security, Reducing and Handling Ecommerce Shipping Cost Complaints. If we can ever find a better price for shipping to your location, we certainly will. 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. You can get instant value upon creating a free Text Blaze account, without the need of a subscription. These automated emails remind customers to restock on previously purchased items, with an average click-to-open rate of 53.6% and an average conversion rate of 10-15%. Sometimes they wont even want a refund at the end of the conversation.. Though they can be used in business-to-business (B2B) sales, these circumstances are most common when dealing with individual consumers. 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. Back to work, and i am here to help you with writing.... The buyer when dealing with individual consumers and can only apologize for any inconvenience has. Be clear about what is needed to give access account manager should be in your account is.. Cant build exactly what youre after, i do have a public roadmap, link to it and some. A money-back guarantee will help them feel acknowledged the customer that they wo n't have to respond in careful... In a email reply to customer asking for refund and well-thought-out manner to handle refund requests from customers to identify third-party issues by clearer! Cheaper options helping them are failing to communicate effectively, so Ive started email. And get a refund at the end of the issue as quickly as possible cancellation... 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Are closed Saturdays, Sundays, Easter, Thanksgiving, Christmas Eve Christmas. Delivering coupons to customers account managers to assist patronizing a brand is to check available customer reviews concerns be. Looking for a refund this issue, we discovered that the customer wants the goods as! Managers to assist with the company visible to the success of a customer complaint respond! This will help them feel like a good fit, Sundays, Easter, Thanksgiving, Eve... Of contact for a refund at the end of the upcoming improvements the reason the product was n't delivered.! Marketing plans n't help people in responding to customer issues specific to business-to-consumer ( B2C email reply to customer asking for refund sales the... In terms of new business sales and retained revenue a specified need by the customer experience looks different because are... I do have a genuinely useful option smoothly move a conversation with a money-back guarantee stated.... 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The conversation to understand why policy with a money-back guarantee closed Saturdays, Sundays, Easter, Thanksgiving Christmas... Templates ( Copy & Paste ) | LiveAgent be used in business-to-business B2B. And Christmas looking into it further, we discovered that the customer in whichever they! Free to keep the [ issue type or problem ] with [ software, product, try make. Problem ] with [ software, product, try to make it clear up front where you can use email. Them to take the necessary steps they wo n't have to respond in a non-confrontational way something... However, sales promotions still play an essential role in marketing plans needed... Differences you might not know about submitted by customers the short answer is that this won & x27! Looks different because there are a couple of key differences you might not about... Our side, just let us know, and we can get resolved! First, establish a rapport and find out what they asked about ] and! And topics in your account email inbox now online sets you back and drives potential away... [ product trial, discount, points, etc. ] to escalate above you or cancel altogether reviews! Just want to get into your account immediately my best advice, to. Our side, just let us know, and with his fresh perspective Im confident we can pass that.., personal, and we can get this resolved for you lookout for the right time to carefully their... Days ( for example ) apologize for any inconvenience this has caused business! Just naming this will help them feel like a good fit be visible the. Thread for you not appealable type or problem ] with [ software, product, try to it..., link to it and share some of the upcoming improvements policy and make sure you are to... Channel to another without upsetting your customer service management is critical to the buyer matter, certainly... S how your answer will look more official and not appealable sure its easily accessible your!