Ask only for details needed for review.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Missing refund details request template
Ask for missing details before the store can review a refund request.
Copy-ready template
Subject: More details needed for order {{order_number}}
Hi {{customer_name}},
Thanks for contacting us. To review your refund request, could you reply with:
- The reason for the request
- Whether the item has been used
- Photos if the item arrived damaged or incorrect
- Any relevant delivery or tracking details
Once we have those details, we can review the request and respond with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Do not request sensitive payment data.
Keep the reply calm, specific, and aligned with your store policy.
Keep the list easy to answer.
Keep the reply calm, specific, and aligned with your store policy.