Apologize for the experience, not unverified facts.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Refund request apology template
Apologize for a poor experience while keeping the refund request under review.
Copy-ready template
Subject: Sorry this experience was frustrating
Hi {{customer_name}},
I am sorry this order experience has been frustrating. Thank you for explaining what happened with order {{order_number}}.
We will review the details and reply with the next support step. If there is anything else we should consider, please send it in this thread.
Thanks,
{{store_name}} Support
Use this carefully
Keep the review path clear.
Keep the reply calm, specific, and aligned with your store policy.
Do not promise a financial outcome.
Keep the reply calm, specific, and aligned with your store policy.