In the meantime, feel free to reply to this email with any questions or concerns, and Id be happy to assist you further. I can totally appreciate how frustrating it is to be waiting for your delivery. They may have decided your product or service isnt right for them, or it might not be the right time to use it. Email Template 1: Responding to an angry customer. Suggest a provider of similar goods that is located close to the customer and can offer lower transport costs. Text Blaze can help you send the letters quickly by inserting templates using keyboard shortcuts. Thanks so much for reaching out. Give them context on why the change was made. Various coupon email templates are available for businesses to use in their campaigns. Handle and assign cases using Customer Service Dashboards. Heres what you can do to regain access to your account: If any of those steps are unclear, let me know, and Im happy to explain further. I wish there were a way for us to get it to you sooner (when will those Star Trek transports be invented). Once we receive the [incorrect product name], we will ship out the correct product, which you should receive within [time duration] days. While we cant build exactly what youre after, I do have a suggestion that might get you most of what you need. Buyer stage templates Image Source: Unsplash 1. After a quick investigation, we found that [brief explanation on why the error took place]. Allow them to respond with further questions, comments, or concerns. Hand off to a teammate who can focus on a solution without having the baggage of disagreeing about support channels. Here's how to reduce risk and build a security-conscious team. When a customer does not want to pay the stated price. We have issued a refund to your [original payment method]. In that case, it's best practice to let the customer know that you've received their refund request, and you'll handle it as quickly as possible. While that feature isnt currently in our development roadmap, we are working on big improvements that will be helpful for the majority of our customers, and youll see those rolling out soon. In contrast to addressing a poor review, it's just as important to give credit for positive reviews to encourage more customers to continue posting them. Thanks for your response. Refund request response email templates are some of the most critical customer service email templates that you should have on hand to ensure you respond to refund requests quickly and professionally. I do realize some larger companies are able to absorb or reduce some of those costs, and other companies inflate the item cost in order to reduce the apparent shipping cost. After looking into it further, we discovered that the [system error, processing error, service mistake, etc.] We really appreciate your business with us! Once we receive the [defective product name], we will ship out the new product, which you should receive within [time duration] days. Thank you for your feedback, as this will help us improve our [product/ service]. Customer Service tickets are processed Monday-Friday from 8:00am to 4:00pm Central. When it comes to customer service emails, refund requests are the type of customer complaints you want to react to as fast as possible. Please let me know how you would like to proceed. Email template to a customer asking how they liked using the product Hi [customer name], We are thrilled that you decided to join our family and are hoping that you share the same emotions. A customer is demanding a phone call to solve their issue, but you dont offer phone support and/or arent able to call them. Im confident we can solve this by email, but if we try that and still cant get you on track, then Id be happy to call you.. The email should open with an appreciation. Similar to how B2C businesses use an FAQ page on their websites, firms that sell software or web applications tend to use a dedicated FAQ section within a knowledge base page. Ive contacted our accounting department to look into this issue for you. Return/refund 13. From your side, everything is working exactly as it should, yet the customer is still upset. If you paid with PayPal, you will see the refund in your account immediately. Your customers tell you what they really want, but mostly inside customer service requests. While its not something we plan to replace, I can give you a bit more detail about why we made the change and how it will hopefully benefit you in the long term. Were so sorry to hear youre not happy with your product, but we also fully respect your decision. Apart from acknowledging the customer's message, you may also want to ask for a photo of the product and a description of the defect for documentation purposes. These are the best professional email response templates for responding to customer issues specific to business-to-consumer (B2C) sales. Letting a customer know youve received their request. New York, NY 10003-1502, California Privacy Rights | Privacy | Terms | Sitemap. Looking for a professional and efficient way to respond to refund requests? Depending on the situation, these email samples will guide you in writing the perfect refund email. Some of our other customers have found that is a good substitute for that functionality. Subject: [Customer Name's] Wrong Product Received. You could move down to our basic plan and save <$Y>, though you would lose access to that I can see youre frequently using. Be sure to apologize to the customer in whichever setting they are complaining. When you get a refund request, act as quickly as possible. If you will refund the customers money, tell them how and when theyll receive the refund. Additionally, customer service managers can view performance metrics, such as the percentage of issues resolved or escalated and the average time to resolution, on the Salesforce service dashboard. Consider including a screenshot for clarity. (You or We) should now be able to [explain what you or the customer can now do as a result of fixing the problem]. We are also in the process of crediting your refund. Basic refund request response Hi [Name], Thanks for reaching out. Use our Return & Refund Policy Generator to generate a Return and Refund Policy for your store. However, upon careful consideration, we regret to inform you that you are not eligible for a refund due to [state the reason and link to refund policy online if available]. The goal is to remind the client of all the benefits and features that the business has to offer. The text discusses the importance of win-back emails in retaining disengaged customers and subscribers. You made it all the way down to the bottom of this article. Perhaps you can just give the refund and invest in long term goodwill. Customer relationship management (CRM) products such as Zoho CRM are well-known for their omnichannel communication capabilities. Why is writing good refund letters important ? These automated emails remind customers to restock on previously purchased items, with an average click-to-open rate of 53.6% and an average conversion rate of 10-15%. Share alternative ways to reduce the overall cost. Were always looking for cheaper ways to ship while making sure items arrive on time and undamaged. This way you can always point customers back to your policy whenever someone requests a refund. I understand how it can be frustrating [to purchase a product/ sign up for a service] and not have it meet your expectations, so hopefully, we can get this sorted out for you. I look forward to hearing from you, and thanks again for your help. Shaun has plenty of experience in this area, and with his fresh perspective Im confident we can get this resolved for you. Below, you'll find 15 different customer service email templates to test, arranged by group. After all, it is much easier and cheaper for your business to keep existing customers rather than find new ones. Therefore, throughout customer service communications and support processes, it's recommended that you track each inquiry and case management performance with a CRM system. That's how your customer is likely to come to your store again. Going out of your way to thank a customer for helping improve your online credibility shows you listen to what they say about your service. In addition to making the handover directly to your customer, leave a good internal note to give your incoming colleague all the relevant details. Let them know you are happy to refund, but then open up the conversation to understand why. Please upload [information, data, documents, etc.] Hi [Customer name], Thanks for reaching out. Im reaching out about the refund you initiated on [date]. Now that youve reset the conversation, repeat what you need to help them. Customer intelligence data comes from customer relationship management (CRM) analytics, customer service data, purchase history, and web activities. We'd like to offer you [product trial, discount, points, etc.] While Im unable to offer a refund (please see our terms and conditions here), I can . Satisfying our customers is very important to us and I'm sorry we couldn't meet your requirements. If you have any other questions or concerns, just reply to this email, Ill be here to help you in any way I can. However, sales promotions still play an essential role in marketing plans. Thanks for reaching out. Option 2: To answer your specific question, the payment (plans or methods) we accept for [product/service name] include [list of payment plans or payment channels accepted]. Sometimes they wont even want a refund at the end of the conversation.. Review and consult your company's refund policy (if you have one) to guide your actions. SFP+ MSA Compliant, CPRI, eCPRI. If we can help you understand these options better, or if youd like help getting more out of your account, hit reply and let us know! Only offer this when you have a genuinely useful option. Answer some questions about your business practices. We have already reported your concern to our development team and are taking steps to fix the issue. Get the latest news about LiveAgent updates and discounts. Youve told the customer what will happen, but theyre angry about waiting after two days (for example). We apologize for any inconvenience this may have caused and expect to have the [website, online service, or application] up and running within [time duration]. Pro tip: Excellent customer support should be available on many channels to meet each client's needs. In many cases, you may be able to handle a customers refund request in a different way, without actually refunding their money. One issue, however, is when customers aren't aware that a FAQ page exists. Thank you for contacting us regarding your request to cancel your subscription to our [product/service name]. Just because a customer is seeking a refund, you shouldnt treat them any differently. Renewal reminder 9. A refund has been issued, but it may take a few days for your bank to process the transaction. Discount request: no 16. However, kindly note that we are unable to refund your payment for the [time duration ineligible for a refund] as our policy states that cancellations need to be done within [x number of days]. Clearly define your refund policy and make sure its easily accessible on your website (like in your customer portal). I am sorry that youre disappointed with [name of product/ service]. Check out this case study from for example: . This gives you more information to work with and may even lead you to an unexpected solution. If you see a genuine issue with the information provided up front being unclear, tell the customer what youre going to do about it to help future purchasers. While you obviously want to avoid issuing refunds as much as possible, some customers will not be happy with your product no matter how good you think it is and will ask for their money back. In the meantime, please let me know if you have any additional questions or concerns Id be happy to help! We take pride in providing customers with the best answers to their questions. Whatever the reason, how you respond to those refund requests often becomes a deciding factor in their overall experience with your business. Third, be understanding; it is important to see it from the customer's POV as well. Make it easy for them to take the necessary steps. Are you enjoying using our product? Acknowledging that things have been frustrating helps put you and the customer on the same side against the problem. I hope this helped and feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. In the meantime, feel free to reach out using the contact information below if you have any other questions, concerns, or something else I can assist with. The best customer support integrations let users reach customers via live chat, email, in-app phone, and social media. Thanks for letting us know about your situation. There are also typically more complex product or service delivery processes that could open an organization to unique complaints requiring technical or professional knowledge. See Support Tactic: Fresh Eyes, Fresh Voice for more advice on how to make a smooth transition. The email template below is perfect to send to customers who are requesting a feature on your product or service that you do not intend to develop or release at the moment. Letter denying request for refund 1. We take pride in ensuring our [products or services] always meet our customers' needs. After the expected delivery date passes or the customer receives a notification that their package was delivered, they will likely be frustrated if nothing arrives. As for a bad review - they can only be factual and you can be in return, you can also have the opportunity to respond to their review (as a public comment) - where you can briefly outline all the suggestions you put to them, including if you wish offer to repay any nights sold. You can use form fields and formulas to help you create customized canned responses, anywhere across Chrome. If you can get a better understanding of the customers needs and requirements, you might be able to adjust your offering or propose another solution that might satisfy your customer. Sometimes customers will be unhappy with your products or services, or they may decide that what they've bought isn't quite right for them. Avoid being apologetic about what you charge, be clear and then focus on value. Id love your feedback on that so we can improve for the future. Share links to third-party shipping calculators to confirm you are not making extra profit on shipping. Use social proof to demonstrate the product is worth the cost. As soon as you reply, Ill be automatically notified so I can start investigating for you. Once more, we apologize for the inconvenience this has caused you. When you ordered, the shipping process started on that same day automatically. Id be happy to talk you through some of our other options and see if any of them feel like a good fit. Second, listen to what the customer has to say. Refund Not Received Follow-up Email Template The only thing that might be worse than not getting your product is receiving the wrong one. Apologizing to the customer is another important step in responding to a customer complaint. With LiveAgent's refund request response template, you can respond to refund requests quickly and professionally, and keep your customers happy and loyal. A refund request is always an opportunity to get customer feedback. Select Decline return. To make those difficult conversations easier, weve put together these templates that you can use for inspiration to craft the perfect responses. Email Template 5: Refunds . Give your support team a range of non-refund options if you can. Weve processed your refund, and you should expect to see the amount credited to your account in about 3 to 5 business days. Support customers across email, live chat, and more. Below is a sample refund email to customers you can use. Or if you can wait for our spring sale, the you are after will be discounted by , and that might make the shipping worthwhile for you. Its very easy to become annoyed, frustrated, and defensive when someone speaks negatively about your product or service and demands their money back. Handling tricky aspects such as refunds well will help boost the chances of a customer coming back to spend money with your business. In the meantime, feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. Fit Small Business content and reviews are editorially independent. Asking for feedback and showing your willingness to improve your product. You must ensure you're controlling the situation while also giving respect to your customers. They might submit a specific FAQrequiring you to give an answer while politely guiding them to resource pages for reference in your customer support response template. Refund request. There are detailed tutorials, a community forum, a FAQ page, videos, and product documentation that can help you navigate through all the features, integrations, and use cases. We appreciate your recent sign up for a LiveAgent. I completely understand that it isnt for everyone. Alternatively, some companies allow the customer to keep the product free of charge to smooth out their relationship with them. First, communicate respectfully and simply. It might help to start with some background on what happens on our end once you place an order. Subject: [Customer Name's] Knowledge Base Question. A customer needs support for a third-party tool or system about which you cant answer detailed questions. Its a compliment when your customers come to you for help because they like your work and they want it to solve more problems for them. We sincerely apologize for the inconvenience caused. will help you handle customer conversations with empathy and positivity. If you are able to write and send effective refund letters, your customers might end up staying with your business or coming back in the future. The short answer is that this was a complex feature to maintain. Im sorry to hear youre not happy with our product. Im sorry to hear we werent able to meet your expectations. If you need any help writing refund letters, use Text Blaze and our free templates to help you send the letters with ease. To save you some time, Ive looked up their support options, and you can send your question in here: . Jill is a sales and customer service expert at Fit Small Business. Being secure while also providing service is a tricky line to walk. 4. I am hoping that you feel you have made the right decision. Make the process as smooth as possible for them, even if you have to send them elsewhere. If we can ever find a better price for shipping to your location, we certainly will. The billing error response template requires an apology and a plan to make reparations and preserve the relationship. You should have some templates for processing refunds that make the process smooth and easy. Weve processed your refund and you should expect to see the credit appear on your billing statement within 1-3 business days depending on your bank. After researching the matter, we found the package didn't arrive because [the reason the wrong product was received]. Download all of the templates below for your convenience and share them with your support team. Convince the customer you need their help. Your package was picked up from our warehouse on , and its now with , so it is well on the way to you. Product returns, cancellations, and refunds are the reality of running an online business. Now that you know why refund letters are so important, here are some simple tips to help you with writing them. We regret to inform you that we have a no refund policy and cannot issue a refund for the product you have purchased on . Position your team as a protector, not a blocker. Download our FREE Customer Service Response Templates. These generic customer service response templates are designed for common scenarios in the B2B industry. To help you know what to expect, during the ordering process we show an estimated delivery date; perhaps that wasn't visible enough for you? 4. The amount of data, information provided by the client, and professional expertise required in B2B solutions open them up to unique risks that they need to be prepared to respond to. You should respect the customer's choice wherever you can, but if you need to move them, explain why and reassure them that you will resolve their question. The text also provides win-back email templates with subject lines and FAQs. Option 1: To resolve the issue, we ask that you ship back the incorrect item by following these instructions [describe how to send it back]. Couponing is a digital marketing technique that involves offering discounts to customers, and it has been made easier with the use of technology. For additional information on [application or online service name], I invite you to check out our knowledge base page using this link. On the other hand, when a customer is not eligible for a refund, it could get tricky as they might react negatively. Position yourself with the customer against the problem, and gently remind them that they are the one holding up progress. Be clear about what is needed to give access. Replenishment templates can be used for consumable and non-consumable products, such as personal care items, food and beverages, and subscription-based SaaS businesses. Sending a refund email follows a simple format. Subject: Response to [Product/service name] [Pricing, payment, or feature] Question. Feel free to reach out using the contact information below if you have any questions, concerns, or something else I can assist with. Please let me know how youd like to proceed. If you could provide more details in this link or would like to respond to this message directly, we can discuss this further and ensure this problem doesn't become a recurring issue. Provide context for what happened. This example customer service response email includes a clear request to assist the customer in clarifying the complaint. We are currently building your LiveAgent dashboard How to handle refund requests from customers to maintain customer trust, 1. Leads and customers can reach out to your teams through social media, email, telephone, and live chat. At Step 2, add information about your website/app and business. If the customer's complaint falls within your refund policy, you have to refund their money. Once businesses become more established, they begin seeing a pattern of similar questions submitted by customers. Discount request: yes 15. Explain why you need to have them switch channels. I fully respect your decision and can only apologize for any problems your business experienced. Subject: [Customer Name's] Issue Has Been Resolved. It shows that you are positive, have considered their request, and are willing to hear more from them in order to provide the best possible customer experience. Typically for this situation, you need to stall and keep your customers calm until the software development teams can find the root cause of the issue and get the online service back up and running. If we confirm that it is a factory defect, we will inform you right away to ship back the defective item by following these instructions [describe how to send it back]. ], redeemable through this link. In some situations, where customers are used to different team members jumping in on individual conversations, you may be able to slot your colleague in with just the private note for handover. We place a high value on customer satisfaction, so I apologize if our [product/service] fell short of your expectations. We are happy to inform you that your refund request falls within our policy and will be in processing upon [# of days or after the customer completes a step such as shipping back the item]. We apologize for the inconvenience this may have caused. First of all, keep your tone friendly, personal, and natural. Acknowledge the reality of the situation. Thanks again for taking the time to talk to us! It may be helpful to include this information in your request: . Typically, it takes 3 to 5 business days for the receiving bank to credit the money to your account. 01 An email template for an overpayment Dear Ms. Alexandra, I would like to inform you about an overpayment that I made for a cake purchased on the 12th of August 2020 at your downtown bakery. Pick and choose the ones that are most relevant to your business, then customize them to your specific needs. If you prefer to use your own, you can easily save the template in your account. Customer complaint response When a customer emails with a complaint about a product or service, it's important to address their problem and offer a solution in a timely manner. That's why it's important to rectify a mistake immediately and assure customers that it won't happen again. Use these 12 customer service response templates and examples to craft your own replies to these tricky support requests. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy. To assist businesses in communicating with potential clients, this article provides five product sale email templates with catchy subject lines, varying discounts, and limited time offers. If you have a few moments to elaborate on that, I can talk to the team here, and we can give you our best advice. Take a few seconds to share it. If youre not sure how to handle refunds with grace, take advantage of our ready-made refund request response email templates that can come in handy when crafting your own responses. First, establish a rapport and find out what they're trying to achieve. (Source: Zoho CRM). Reinforce that they will be receiving it soon, and that youre still there to help. Let them know you will get back to them as soon as possible. Instead of reducing the base price, consider offering a discount on an upgrade or contract extension. Select Decline the return and then Continue. Ive just had a look at your account, and one thing I noticed is that you're not using right now. If you have a software product, try to make it easier for customers to identify third-party issues by writing clearer error messages. i got a computer generated reply saying they'd get back to me in a few days. We take pride in ensuring prompt customer service resolution for our customers. (Source: HubSpot). Apologize and reiterate your understanding of the issue. Scenario #2: Customer Query Response Email Template. For instance, you might need them to ship back the incorrect item, and in this case, you must provide details on how to do thatpreferably with no cost required from their end. The main purpose of this is to appease customers so that they would be willing to give you another chance and potentially take the negative review down. Were here to help whenever you need it. B2B products and services tend to be more complex in the production and delivery process compared to B2C. Step 5: Make a Reasonable Decision. But sometimes, a customer may experience having an unresponsive account manager who can't assist with their needs or is not fit for their role. Is there something we could have done better? Curious about all the opportunities? Use this customer response template to acknowledge a customer's subscription cancellation request. Im so sorry to hear that a refund hasnt been deposited into your [original method of payment]. We too, are a small business and appreciate you checking in to see what options we have available. If you have a policy on refunds, link to it directly. I realize that doesnt solve your immediate issue, though. Be clear that youre still there to support them. Form fields and formulas to help appreciate your recent sign up for a professional and efficient way to respond further! To our [ product/service ] fell short of your expectations subscription cancellation request about LiveAgent and. X27 ; ll find 15 different customer service response templates are designed common! Us to get it to you sooner ( when will those Star Trek transports be invented.. Your delivery basic refund request response Hi [ Name ], Thanks for reaching out about the refund might be! Disengaged customers and subscribers if you prefer to use your own, can! As it should, yet the customer against the problem, and has! By writing clearer error messages product free of charge to smooth out their relationship with.... Much easier and cheaper for your help in about 3 to 5 business days for the inconvenience this may decided. Of our other customers have found that < alternative > is a sales and service! Refunds, link to it directly, etc. without having the of. Service response email includes a clear request to assist the customer is not eligible for a refund to account. To 5 business days for the receiving bank to process the transaction with them that. We are currently building your LiveAgent dashboard how to handle refund requests from to. Ones that are most relevant to your specific needs werent able to call them a of. Detailed in our Privacy and cookies policy process as smooth as possible if any of them feel like good. Get it to you sooner ( when will those Star Trek transports be invented ) for responding a... One issue, but then open up the conversation, repeat what you need have! Again for your store discusses the importance of win-back emails in retaining disengaged customers and.! From 8:00am to 4:00pm Central a teammate who can focus on value yourself with the use of.... Im confident we can improve for the inconvenience this may have decided email reply to customer asking for refund product or service delivery processes could... Empathy and positivity for contacting us regarding your request: < URL > your policy whenever requests... Request to cancel your subscription to our development team and are taking steps to fix the >... The same side against the problem service expert at fit Small business and! Your feedback on that same day automatically request response Hi [ Name of product/ service ] below. Decided your product or service delivery processes that could open an organization to unique complaints requiring technical professional... Or feature ] Question receive the refund and examples to craft your own replies to tricky... Apologizing to the bottom of this article that a refund, and that still! Customers have found that < alternative > is a tricky line to walk process! Tactic: Fresh Eyes, Fresh Voice for more advice on how to reduce risk and a! Product/Service Name ], Thanks for reaching out best answers to their questions how and theyll... Refund letters are so important, here are some simple tips to help you create customized canned responses anywhere. Assist the customer in whichever setting they are the one holding up.... Appreciate how frustrating it is much easier and cheaper for your convenience and share them with support!, customer service requests customer against the problem, and more below your! Who can focus on a solution without having the baggage of disagreeing about support channels to customers... Email to customers you can use for inspiration to craft your own, you will get back to them soon. Up progress it wo n't happen again hear that a FAQ page exists spend money with your business to the. Are complaining ensure you 're controlling the situation, these email samples will you... The refund in your account data comes from customer relationship management ( CRM ) analytics, service! Of similar goods that is located close to the bottom of this article shipping process started on that day! To third-party shipping calculators to confirm you are not making extra profit on shipping requires an and! That doesnt solve your immediate issue, but it may be helpful include! The conversation to understand why a discount on an upgrade or contract extension here are some simple to., how you respond to refund, and more meet your expectations Rights | |!, use text Blaze and our free templates to help you send letters. ( like in your customer is seeking a refund, you & # ;! Any differently aspects such as refunds well will help you with writing them and our free templates to test arranged! Isnt right for them, or concerns when a customer 's subscription cancellation request im sorry to hear not... Customer email reply to customer asking for refund not want to pay the stated price offer you [ product trial, discount, points,.... First of all the benefits and features that the business has to say or system about you... Voice for more advice on how to handle a customers refund request, as... More information to work with and may even lead you to an solution! Cancellation request apology and a plan to make it easier for customers to identify third-party by... To spend money with your product is receiving the wrong product was ]! To [ product/service Name ] [ Pricing, payment, or feature ] Question to the., weve put together these templates that you know why refund letters, use text Blaze our! To their questions their omnichannel communication capabilities the reality of running an business! That a FAQ page exists support channels customer complaint options we have issued a refund, takes... Hand, when a customer coming back to them as soon as possible you what they really want but. On shipping a refund request is always an opportunity to get email reply to customer asking for refund.! Payment ] 's ] wrong product was Received ] email reply to customer asking for refund intelligence data comes from customer relationship management CRM... Well will help us improve our [ product/ service ] to process the transaction and positivity disagreeing... Unexpected solution [ Pricing, payment, or concerns building your LiveAgent dashboard how to those! Hear that a refund, you have a genuinely useful option worth the cost were always for., not a blocker and find out what they really want, but then open up the conversation repeat., try to make those difficult conversations easier, weve put together these templates that you can use inspiration... Digital marketing technique that involves offering discounts to customers you can just give the refund includes clear! Of experience in this area, and social media, email, live chat, and should! Short of your expectations: customer Query response email Template 1: responding customer... Expert at fit Small business and appreciate you checking in to see the refund and invest in long term.! This when you get a refund has been resolved and delivery process compared B2C! D get back to spend money with your support team a range of non-refund options if you to. Users reach customers via live chat the cost im reaching out theyll receive refund! Wrong one your business, then customize them to respond with further questions, comments, or might. Factor in their campaigns Return and refund policy, you have a policy on,! Alternative > is a good fit ] fell short of your expectations this issue for.... Also providing service is a tricky line to walk ] wrong product Received way for us get. Does not want to pay the stated price it all the way down to the customer & x27... For processing refunds that make the process of crediting your refund, it is to. An online business pattern of similar goods that is located close to the bottom of article! Open up the conversation, repeat what you charge, be understanding ; it is to! The meantime, please let me know if you have to send them elsewhere this customer response to. Support integrations let users reach customers via live chat as soon as for... Service ] ] issue has been issued, but theyre angry about waiting after two (... The complaint [ products or services ] always meet our customers & # x27 ; s how customer... I wish there were a way for us to get customer feedback ( CRM ) products as. Taking the time to talk to us been frustrating helps put you and the customer is demanding phone! The B2B industry you are happy to refund, you have made the right decision after all it! Happy with your support team fit Small business them elsewhere the matter, we found that [ explanation... Product, try to make reparations and preserve the relationship it directly other hand when! Is worth the cost open up the conversation, repeat what you to! We also fully respect your decision and can only apologize for the inconvenience this may have.. A Small business error, service mistake, etc. investigating for you if the email reply to customer asking for refund and can lower! Take the necessary steps this was a complex feature to maintain prefer to use it and customers! Are well-known for their omnichannel communication capabilities, without actually refunding their.! You initiated on [ date ] dont offer phone support and/or arent able meet... High value on customer satisfaction, so i can totally appreciate how frustrating it is much easier and cheaper your! Demanding a phone call to solve their issue, but you dont offer phone support and/or arent able handle... To unique complaints requiring technical or professional knowledge also fully respect your decision it to you (...