Say the request is understood.
Keep the reply calm, specific, and aligned with your store policy.
Free template
No-promise refund request template
Use when a customer is asking for a refund but the store must avoid premature promises.
Copy-ready template
Subject: We are reviewing your refund request
Hi {{customer_name}},
Thanks for contacting us about order {{order_number}}. We understand you are asking for a refund review.
We do not want to guess or give you an unsupported answer before checking the order details. We will review the information available and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Avoid approval, denial, or timing promises.
Keep the reply calm, specific, and aligned with your store policy.
Set a clear review process.
Keep the reply calm, specific, and aligned with your store policy.