Use policy-review language.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Refund policy review reply template
Explain that the request will be checked against store policy without sounding defensive.
Copy-ready template
Subject: Reviewing your refund request
Hi {{customer_name}},
Thanks for your message. We are reviewing your request for order {{order_number}} against the order details and our store policy.
If there are any details we still need, we will let you know. Once the review is complete, we will reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Do not quote policy sections unless verified.
Keep the reply calm, specific, and aligned with your store policy.
Promise only a review and follow-up.
Keep the reply calm, specific, and aligned with your store policy.