duplicate purchase refund email template

Duplicate Purchase Refund Email Template

Use this free refund response example to handle a duplicate purchase politely while keeping the message policy-aligned and buyer-friendly.

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Use carefully: This is sample wording, not legal advice. Adapt it to your actual refund policy, payment processor, access records, and support process.

Response example

Subject: Duplicate purchase review Thanks for flagging this. Please send both order numbers and the purchase email used for each order. If the purchases are confirmed as duplicates for the same digital product, support can review the refund or credit option under the published policy.

Before sending

Match the response to your published refund policy.

Do not promise approval, denial, processing time, or exceptions before review.

Ask for order number, access details, screenshots, or file names when needed.

Keep the message calm and avoid blaming the buyer.