Acknowledge the refund request without approving it.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Refund request first reply template
Reply when a customer asks for a refund and the store needs to review the order first.
Copy-ready template
Subject: We received your refund request
Hi {{customer_name}},
Thanks for reaching out about order {{order_number}}. I am sorry this order did not meet your expectations.
We need to review the order details before confirming the next support step. Please reply with a short description of the issue and any relevant photos or details.
Thanks,
{{store_name}} Support
Use this carefully
Ask for details needed for review.
Keep the reply calm, specific, and aligned with your store policy.
Avoid promising refund, credit, replacement, or compensation.
Keep the reply calm, specific, and aligned with your store policy.