Take some time to carefully consider their request and make sure you are responding in a non-confrontational way. In the meantime, I can suggest a couple of options that might help. You should have some templates for processing refunds that make the process smooth and easy. Customer Service tickets are processed Monday-Friday from 8:00am to 4:00pm Central. 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. Once more, we apologize for the inconvenience this has caused you. In B2B sales, the customer experience looks different because there are often dedicated account managers to assist. As soon as you reply, Ill be automatically notified so I can start investigating for you. If not, then its possible theres something specific to your setup that we will need to dig into together. Our website uses cookies. Let them know that your colleague will do the work to understand the context, so the customer doesnt feel like they are going back to the beginning. To resolve the issue, may we ask if you could send a photo of the product as well as a short description of the defect? A refund request is always an opportunity to get customer feedback. 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. Only offer this when you have a genuinely useful option. The short answer is that this was a complex feature to maintain. This example customer service response email includes a clear request to assist the customer in clarifying the complaint. You can omit this if the customer isnt threatening to leave. (Source: HubSpot). they didn't, so again i emailed them, same computer generated reply, they'd didn't get back to me. 4. Thank you for your feedback, as this will help us improve our [product/ service]. Apologize and reiterate your understanding of the issue. This modern-day complaint is common for software as a service (SaaS) businesses or firms that rely on their websites for the customer experience, such as ecommerce or online financial services companies. Subject: [Customer Name's] Subscription Cancellation for/to [Product/Company name]. [YOUR SIGNATURE]. First of all, keep your tone friendly, personal, and natural. If you have any other questions or concerns, just reply to this email, Ill be here to help you in any way I can. Thank you for reaching out regarding the [issue type] with your account manager. 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. Instead of reducing the base price, consider offering a discount on an upgrade or contract extension. If the customer's complaint falls within your refund policy, you have to refund their money. Subject: [Customer Name's] Product Replacement. If youd like to share more detail on how you were using it, Id be happy to give you my best advice. With LiveAgent's refund request response template, you can respond to refund requests quickly and professionally, and keep your customers happy and loyal. Acknowledge the truth of their complaint, rather than minimizing it. If the reason for a refund is not clear, ask some follow-up questions to find out what they hoped to experience from your product or service and how it failed to meet their expectations. The additional price you see is the same amount were quoted by the delivery company we use. My usual next response would attempt to offer further assistance, ask user where we failed so we can improve, and give user the option of going straight to claim their refund. Id love to help you with this, but Im afraid we dont have access to that information on our side. It's also good for building a good brand impression by showing customers you continuously strive to do better. To resolve the issue, we have shipped out a replacement of [product name] that we expect to arrive [estimated arrival date] and can be tracked using the tracking number link here. Use this customer service email response when someone has pricing, payment options, or feature questions relating to one of your products or services. We are currently building your LiveAgent dashboard How to handle refund requests from customers to maintain customer trust, 1. Weve processed your refund, and you should expect to see the amount credited to your account in about 3 to 5 business days. In case youre still in search of a similar product, feel free to reach out as we would love to assist you in finding the right product for you. Its true that I really do need your help to figure this out, but I should have explained earlier how Ill use the information I asked for to get this problem sorted as quickly as possible. Hello [Customer name] Thank you for contacting us. (Source: TrailHead). Then be empathetic and take the customers side, even when nothing can be changed. 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! Integrating customer relationship management (CRM) with customer service (CS) software lets users sync information between the two tools and communicate with customers from a centralized platform. Angry customer 6. We take pride in ensuring our [products or services] always meet our customers' needs. In the meantime, feel free to reply to this email with any questions or concerns, and Id be happy to assist you further. My name is [rep name], [job title] at [company name], and I'd love the opportunity to gather more insights into what made your experience wonderful so that we can give credit to our staff where credit is due. Customer service reports provide businesses with an overview of a support team's activity summary, individual agent performance, and quality of customer interactions, which can help identify best practices and areas for improvement. Asking for feedback and showing your willingness to improve your product. redeemable through this link. If thats the case then I have a couple of options for you: If you move to an annual plan, youll save 20% instantly, which works out to <$X> in your case. If you reject their request, provide an explanation of why it didnt fall within your companys refund policy, and send them a nice rejection letter. Keeping the same team member in the conversation builds confidence. If not, Ill be happy to issue you a refund. Download our FREE Customer Service Response Templates. While we don't offer discounts, I do want to make sure you're getting the most you can for your money. Scenario #2: Customer Query Response Email Template. In addition to resolving this issue, we'd like to offer you [product trial, discount, points, etc.] Leveraging multiple communication channels, including social media and email, is critical for a successful sales promotion campaign. We are happy to inform you that your [issue type] has been fully resolved, and we [explanation of what you did to resolve the issue]. Pick and choose the ones that are most relevant to your business, then customize them to your specific needs. I completely understand that it isnt for everyone. Almost nothing upsets a customer more than customer service responding slowly when they are already upset with the company. We'd like to offer you [product trial, discount, points, etc.] So turning them down can be tricky, but better they know the truth than be strung along, hoping for something that will not arrive. That's how your customer is likely to come to your store again. 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. If its too complex or not good enough, just leave it out. Select View return details beside the item. Discover below 16 refund request email responses to refund your customers like a PRO. A customer is demanding a phone call to solve their issue, but you dont offer phone support and/or arent able to call them. Thanks for your response. i emailed customer service via the email on the website. Reply. If you dont see the refund in your account, reply to this email, and well look into it immediately. Sometimes they wont even want a refund at the end of the conversation.. Allow them to respond with further questions, comments, or concerns. Im so sorry the product hasnt worked out for you. We appreciate your recent sign up for a LiveAgent. Buyer stage templates Image Source: Unsplash 1. Make sure you choose an appropriate email sign-off, too. Were so sorry to hear youre not happy with your product, but we also fully respect your decision. Your package was picked up from our warehouse on , and its now with , so it is well on the way to you. Customer service teams are increasingly the target of social engineering attacks. Reinforce confidence that progress can be made if they can be patient for a little longer. We place a high value on customer satisfaction, so I apologize if our [product/service] fell short of your expectations. While we understand that this is an inconvenience for you, our company policy states that an item purchased is eligible for a refund up to 10 days after its delivery. Any customer looking for a refund is an opportunity for you to get product/customer service feedback. Acknowledge their need and address it if possible. Having poor reviews online sets you back and drives potential customers away. In the case of legal restrictions, make it clear up front where you can and can't help people. Satisfying our customers is very important to us and I'm sorry we couldn't meet your requirements. A lot of our customers find that is a really useful tool for them to achieve . Subject: [Customer Name's] Online Service Down. Bonus tip: to write and send effective refund letters, use Text Blaze. Im sorry to hear youre not happy with our product. I hope you can find an option that works for you, and if you have any other comments or questions, just let me know. Do the work to help this specific customer get more out of your service. It is also essential to look into your business processes to avoid the same mistake from happening in the future. 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