There's truly nothing more disappointing than an automated, robotic, lifeless email from a company.
After cultivating a relationship with your customers, the last thing you want is for them to be offended by an impersonal email. Though it'd be ideal to hand-craft every email you send, it can also be time-consuming and inefficient.
So, how do you write engaging customer service emails?
Don't fret. We've got you covered. Below, we'll go over a list of best practices for writing customer service emails, a guide for responding to angry messages, and a collection of the best customer service email templates for various scenarios.
Best Practices for Writing Customer Service Emails
Though using a customer service email template will make your job much easier, you should still follow a few best practices.
The following tips apply especially when you use a pre-written email. They can help you personalize your response so that it doesn't seem canned, which in turn strengthens your company's customer retention strategy.
1. Use the customer's name.
This is the first step when reaching out or responding to customers. Using their name in the greeting will make your response feel genuine and targeted specifically to them.
2. Have the customer's conversation history handy.
When responding to a customer complaint or email, it's vital to know when and why they've reached out to your company.
Have they had this same issue in the past? Or have they only been a customer with you for a short time?
This information can help you choose the appropriate tone for your email — whether profusely apologetic or cheery and helpful.
Additionally, if you have the customer's conversation history, you can personalize any template you use by including background information and context.
3. Brush up on key facts about their business or buyer persona.
In a similar vein, skim through the information you have on their business and buyer persona to understand why they reached out.
Are they users of your product? Or are they top-level stakeholders at their organization? Do you know why they chose to do business with you?
We recommend collecting this information using CRM software.
4. Try to understand their problem inside and out.
When reading over the email, try to understand the problem they're encountering before crafting a response. Then, if you still need clarity, your response would be the place to ask questions.
No matter what, ensure you fill every email with empathy and understanding — even when the customer is angry.
Empathy can help you deal with frustrated customers and decrease the chances that they'll leave you for a competitor. We understand that this is hard, so below, we'll take you through a step-by-step guide to responding to an angry customer email.
50 Customer Service Email Templates
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How to Respond to an Angry Customer Email
- Respond as soon as possible.
- Apologize for their negative experience.
- Explain what may have gone wrong.
- Provide context for what happened.
- Reassure the customer that this won't happen again.
- Offer an incentive, refund, or discount.
- Allow them to respond with further questions, comments, or concerns.
- Follow up with the customer.
The longer you wait to respond to a customer complaint, the more likely they will take that complaint to a public platform where other consumers can form opinions about your company.
Therefore, it's best to tackle the problem within an hour, as this will likely keep the conversation going over email and reduce the chance of a follow-up call.
2. Apologize for their negative experience.
The first line in your response should be a genuine apology.
No matter how hurtful or unfair their email may seem, it's essential to recognize that they took the time to craft a complaint because they had such a negative experience with your company.
As a customer service professional, your goal is to have zero customers have such a terrible experience. And it's your company’s responsibility to apologize for that.
It's also important to acknowledge your mistakes, taking some responsibility for what your company may have done wrong. Again, it's less about proving a point and more about salvaging the relationship with that customer.
In this step, try to choose a tone that's both empathetic and apologetic, but make it clear that you're also eager to help.
3. Explain what may have gone wrong.
Customers care about getting clear explanations and complete solutions for their problems — not just for their own well-being but for other customers as well.
They care about not letting the same issue happen to others. Offering the customer an explanation for the situation can help them understand any unexpected factors in play.
If you explain to them that the situation was a one-time event or rare occurrence — like their package getting lost in the mail — it will help ease the tension and potentially get them to empathize with your company.
4. Provide context for what happened.
As discussed above, it's essential to understand where the customer is coming from. By looking at their history with your company, you're starting out on the same page in the conversation.
Show that you understand the context for the situation, so the customer knows you're aware of the issues they've faced before. For example, you could say something like, "I see that you've had this problem before, a few months ago." This statement can help you provide genuine empathy (and not the fake empathy that some customer service scripts can have).
5. Reassure the customer that this won't happen again.
Even if the problem wasn't your fault — say, your logistics partner failed to deliver the package on time — it's vital to reassure the customer that you're doing everything possible to prevent this from happening again.
Whether you're checking in with your product team, retraining your sales team, or revisiting the relationship with your logistics partner, you should indicate to the customer that their angry email has resulted in company-wide action.
This will reassure them that they won't have this experience again and thus make it less likely that they'll leave you for a competitor.
6. Offer an incentive, refund, or discount.
Offering an incentive is a great option when a customer's complaint is so extreme that you fear worse repercussions. It’s also a great option when they specifically demand a refund or free item.
Alternatively, if a customer complaint is reasonable and polite, offer an incentive as thanks for remaining calm and patient with your team.
If a customer's complaint results from an error on your end, do as much as you can to offer them a reasonable discount or refund when appropriate. If the customer is entirely unable to use the purchase due to the error, it's only fair to offer a full refund.
Suppose an error resulted in an order delay or other minor inconveniences that don't impact the customer's ability to use the product or service. In that case, a small discount could buy goodwill with the customer.
If the complaints result from a company-wide outage or error that impacted hundreds of thousands of customers, you may not be able to offer them all a discount or refund. Instead, own your mistake, apologize sincerely, and take steps to prevent the problem from happening again.
7. Allow them to respond with further questions, comments, or concerns.
Before ending your email, always ask the customer whether they have any more questions, comments, or concerns. You want to show you're still open to further feedback, and it's on them to end the conversation.
The more opportunities you give them to interact with you, the higher the chance their temper will subside, and they will come to respect your company again.
8. Follow up with the customer.
After leaving the path open for more questions, it's critical to follow up with the customer and give them a final status on the resolution of their issue.
Whether it was a delayed package, a product outage, or a bad experience with the website, you want to reassure the customer that you've finished taking the necessary steps to ensure this doesn't happen again.
For example, if the issue was that the package was delayed in the mail, follow up with them in three days to tell them they should've received the product they ordered. Alternatively, you can check the tracking number and notify them that the package should have been left in their mailbox or on their front step.
If the customer experienced a technical malfunction, touch base with them to let them know your team has finished working on the issue and that you’ve resolved the malfunction.
Best Sample Email for Responding to an Angry Customer
Using the tips above, we've written a sample email that you can use to respond to an angry email from a customer.
I'm so sorry that you had a negative experience with [product, service, or company department]. I've looked into the issue, and it seems that [briefly explain the reason for their bad experience, if applicable].
I've forwarded this issue to [head of the appropriate department], our [person's job title]. In the meantime, I'd like to offer a [discount/refund] for the inconvenience and will be checking in with you in a few days to update you on the status of [issue].
Once more, I sincerely apologize for the inconvenience. Please let me know if I can answer any questions, and I'd be happy to help!
Sample Email Reply to Customer Complaint
We've also written a sample email that you can use to respond to a customer complaint.
I sincerely apologize for your negative experience with our [product/service/company department]. Here at [your company], customer satisfaction is of the utmost importance, and we genuinely regret falling short of that expectation in [brief description of customer issue].
I understand how frustrating it is to face this problem and how your business is affected. I’ve dug into the issue and discovered that [explanation of the reason behind customer’s negative experience]. I can assure you that this issue will not happen again. I’ve already alerted [head of the appropriate department], and our team is working to ensure that you and other customers will not experience this problem in the future.
Thank you for your patience in this matter. As a token of our appreciation, here is an exclusive [discount code or other incentive] you can apply to your next purchase:
[Discount Code or Offer]
Once again, I sincerely apologize for the inconvenience this issue has caused you. I’ll be checking in with you in a few days to update you on the status of [the issue]. If you have further questions, please do not hesitate to reach out. I’m happy to help in any way that I can!
Don't stop here. Below, we've curated a list of the best customer service email templates for every support situation.
Download Now: 50 Customer Service Email Templates
The Best Customer Service Email Templates
Let's take a look at some of the best customer service email templates you can lean on when in various situations with customers.
Customer Service Response Templates
- Thank You Email Template
- Questionnaire Email Template
- Feedback Appreciation Email Template
- Angry Customer Response Email Template
- Customer Complaint Response Email Template
- Customer Service Follow-Up Email Template
- Technical Support Email Template
- Keep In Touch Email Template
- Account Manager Introduction Email Template
- Account Manager Transition Email Template
- Free Trial Email Template
- Renewal Reminder Email Template
- Customer Referral Email Template
- Customer Onboarding Email Template
- Broken Product or Service Email Template
- Customer Review Request Email Template
Customer Refund Letter Templates
- Refund to Customer Email Template
- Product Exchange Email Template
- Product Discount Email Template
- Customer Apology Email Template
- Return of Overpayment Email Template
- Refund Notification Email Template
- Refund Status Email Template
- Refund Not Received Email Template
- Out-of-Policy Refund Email Template
1. Thank You Email Template
Once in a while, it's nice to send your customers a little thank you. After all, your company would be nowhere without the loyalty of your customers.
You can send this email in several instances. For instance, right after they make a purchase, when you notice it's their anniversary with your company, or when they refer another customer.
You should never try to sell them something in a thank you email. It's simply an opportunity to show your appreciation.
Thank you so much for referring your friend [Friend's name] to us. I've enjoyed getting to know them and doing business with them. I'm glad that you've stuck around with us for this long and brought your friend to share the experience with you.
We're lucky to have you. Thanks again for being such a fantastic customer! As a token of our appreciation, here's a [coupon/discount] for you to enjoy.
2. Questionnaire Email Template
There are several kinds of questionnaires you may send your customers. Each questionnaire offers valuable data to your company, from customer satisfaction surveys to demographics to Customer Effort Score (CES).
Conducting a survey can help you get into the minds of your customers and make effective changes to your service experience.
However, it's easy for customers to see a link to a questionnaire and immediately close the tab. So, entice them into taking the questionnaire by mentioning its briefness or perhaps offering an incentive.
Pro tip: Consider using one of these "thank you in advance" alternatives for a more polite approach.
Thanks for your recent purchase with us! I hope you're enjoying your [product/service].
I'd love to hear more about your experience working with our team. So please fill out the following survey and give us your honest feedback. I promise it's short, and it'll help improve customers' experiences in the future.
I know your time is valuable, and I appreciate your attention.
<< Attach questionnaire >>
3. Feedback Appreciation Email Template
If your customers take the time to respond to your questionnaire, then the least you can do is to appreciate them. A quick thank-you email can make them happy and foster stronger customer relationships.
Here’s an email template you can use:
Hi [Customer Name],
Thank you so much for taking the time to fill out our questionnaire. We’re always looking to improve the quality of our offerings, and we’re happy that you’re a part of that.
4. Angry Customer Response Email Template
Uh oh. You've got an angry customer, and they want to leave your business. This could have happened for a range of reasons. They might even be mad about external factors and not necessarily your business.
Remain calm and think rationally. The worst possible thing you could do is fight fire with fire.
It's okay to take some time to cool down before typing a response. However, don't take their email to heart. Sometimes, a customer is so upset that there isn't much damage control you can do. The best move is to wave the white flag and move forward.
This template is best used when the customer has indicated that they're taking their business elsewhere. If the customer is complaining but will remain with your business, you should use template #5.
I am so sorry to hear that you have had such a poor experience that you no longer want to work with us.
Customer satisfaction is always a number one priority for us. I'm deeply sorry that that wasn't clearly demonstrated to you.
As much as I hate to see you go, I completely understand how upset you must feel. I apologize again for any trouble we may have caused you. Good luck with your business, and I wish you all the best.
Let me know if you have any more questions, comments, or concerns.
5. Customer Complaint Response Email Template
Similar to an angry customer, a complaining customer is not exactly a ray of sunshine on your workday. Sometimes they can be almost worse than an angry customer.
Anger can often be displaced or without reason, whereas a complaint is typically well-crafted and based on truth. Incidentally, there's usually a more significant opportunity of turning a complaining customer into a satisfied one.
Just as they have probably put a reasonable amount of time into writing their email, you, too, should do the same. It's essential to remain eloquent and polite, even if the complaint frustrates you.
I am so sorry to hear that [provide a summary of their bad experience]. That should never have happened, and I completely understand how frustrating this must be for you. I will relay this message to the appropriate department.
We are prioritizing resolving [the issue they faced with your product, company, or service]. Our team is jumping on that problem right away, and I will let you know as soon as it's fixed.
I appreciate you letting me know about your negative experience. We strive to ensure every customer is satisfied with our business, and I apologize for any way we may have inconvenienced you.
Let me know if you have any more questions, comments, or concerns.
6. Customer Service Follow-up Email Template
When a customer reaches out to you for support, that shouldn't be the beginning and end of your interaction. A customer might not be expecting a follow-up, but that's what will make them appreciate it even more.
Plus, it also indicates your company is dedicated to fostering positive customer relationships, not just sales.
I hope you're enjoying your brand new product. I remember you were torn between two versions, but I firmly believe you went with the perfect choice for you.
If you're interested, I'd love to hear more about how you're liking the product. Let me know some pros and cons and if there's any way I can be of assistance to guide you through this process. I'm here for whatever you need and look forward to hearing from you soon.
7. Technical Support Email Template
While it's more common for customer support engineers to provide technical support over live chat, phone, or another quicker form of communication, they'll sometimes handle support inquiries over email.
Since email is not meant to be an immediate channel for communication, customers may use this method when addressing an issue that isn't urgent.
Email also allows you to get a lot more information about the situation because customers can take their time to write out thorough responses to your questions. Take advantage of this and ask several in-depth questions in a single email to find a solution as quickly as possible.
Thanks for reaching out! I'd be more than happy to help you.
Before we dive in, can you give me a little more context on the situation? When did this issue begin happening? Has it been occurring consistently, or does it happen on and off? Have you tried any solutions on your own?
These questions will help me find a more personalized solution to your problem.
8. Keep in Touch Email Template
It's sad to see a customer go — especially one who has been loyal to your company for a while. Once you've built a real relationship with a customer, the last thing you want to do is break off ties as soon as they decide to take a different path.
You want to show them that, no matter what, you still care about them and want what's best for them. And maybe, just maybe, they'll come back to you in the future.
I'm sorry to see you go. Doing business with you in the past [amount of years they've been with you] has been great. I've learned so much from you and have made several updates to our products based on your thorough, thoughtful feedback. I appreciate everything you've done to make our company the best it can be.
As you set onto a new path, don't forget about us! I'd love to hear about your successes in the future and the exciting growth your company inevitably will have.
Please keep in touch. Good luck with everything!
9. Account Manager Introduction Email Template
It can be tricky to send out that first email as an account manager. Your new client has probably been speaking with one or more other employees at your company and has gotten relatively acquainted with them.
As you will be working directly with them from now on, it's essential to develop an even stronger relationship with them that will continue into the foreseeable future.
Make it clear that you will be their direct contact from now on. Then, you can take on a friendly, more comfortable tone. You want them to know that you're someone they can trust.
I'm [Your name], and I'm very excited to be your new Account Manager at [Your company]! I've heard great things about you from my teammates, and I'm hoping they've said some good things about me, too.
My role will be to guide you through anything you need. If you ever have questions, run into problems, consider an upgrade or anything at all, I'm the one for the job. We will be working closely together, and I'll be helping you navigate your new product.
I'm looking forward to meeting you. Do you have a few minutes this week to chat?
10. Account Manager Transition Email Template
As much as you might love your company, you may get to the point where it's time to move on. Once you get a job offer that you can't refuse, it can be challenging to relay it to your employer but even harder to tell your loyal customers.
Since you have been an integral part of their professional lives, you need to notify your clients of the change. Doing so will help them prepare for the shift, as this change will affect them, too.
After eight incredible years at [Your company], I'm excited to inform you that I have just accepted an offer to move on to [New company]. This new role will be an essential player in advancing my career, and I couldn't feel more grateful for the opportunity.
However, that means that I will no longer be your Account Manager here. I have enjoyed watching you grow and cheering on your successes. Working with you has taught me so much, and I will carry this knowledge on to this next chapter in my life.
Luckily, I have an incredible replacement for you. [Replacement's name] is an outstanding Account Manager and a dear friend of mine. [She/he/they] has been working here for [amount of years] and has a lot to show for it. I genuinely believe you two will get along well and that [she/he/they] will be a huge support for you.
They will be emailing you in the next couple of days with a warm greeting and plans for you to meet. I'm looking forward to hearing all about it.
Thank you again for being a great client for [amount of years]. I wish you all the best!
11. Free Trial Email Template
If you notice a prospect who seems interested in your products but fails to make a purchase, don't sweep them under the rug. This is a perfect opportunity to mention a free trial.
Prospects might be curious to learn more about your products but nervous to show their cards when they haven't gotten a chance to interact with your company thoroughly. By offering a free trial, you're gaining the prospect's trust. Additionally, once a customer gets acquainted with a product during a free trial, it's harder to turn it down.
I noticed that you seemed interested in [product name] on our website. If you have any questions, please feel free to reach out. I'd be happy to guide you through the different options.
If you're interested, I want to extend an offer for a free trial, as it can be tough to commit to a product from a mere description. Our free trial lasts 30 days and lets you navigate all premium features. It's a great chance to see which product is right for you and how much it can benefit you and your clients.
If you're interested, email me back or give me a call. I can talk you through all the details and get you set up.
12. Renewal Reminder Email Template
So, your customer purchased an annual subscription to your product? Great.
However, it's hitting 350 days, and they haven't mentioned any interest in renewing their subscription. Yikes.
That's the perfect opportunity to send a renewal reminder email. There's a high possibility they simply forgot. Or, it could be that they're on the fence about it. Either way, a gentle reminder could steer them in the right direction.
I hope everything is going well with you and that you've had a great year navigating your product.
I noticed that your annual subscription is expiring on [date of expiration]. Are you interested in renewing your subscription? If you're weighing your options, I'd love to chat further with you to help you come to a decision. If you'd like to upgrade to a new product, we can discuss that, as well.
I look forward to hearing from you.
13. Customer Referral Email Template
Now that you've built a solid relationship with a customer, it's about time to ask them (nicely) for a referral. If they've had a very positive experience with your company, it's natural that they'll want the same for their family, friends, and colleagues in similar fields.
For more information on this, check out this post on how to ask for referrals.
I'm so happy to hear you're having a great experience with [product/service/company department]. Helping our customers help their customers has always been our goal.
Since I've loved getting to work with you these past few months, I was wondering if there was anyone you know who might benefit in a similar way? It would be a pleasure to help them achieve their goals.
I'm looking forward to it!
14. Customer Onboarding Email Template
As this email sets the tone for your interaction with the customer, it’s best to make it enthusiastic.
It should reassure the customer that they’ve made the right choice with your brand.
Welcome to [Your brand/service]!
Thanks so much for choosing us. Our goal is to ensure you have a great experience and get the most out of our [product/service/company].
As a first step, please follow these instructions [link] to customize your profile. Also, we’ve provided some resources [link] that can help you enjoy the best experience.
Check out our Blog and the FAQ section for advice and other information.
You can also reach out to us if you have any questions.
15. Broken Product or Service Email Template
If your product or service is broken, the least you can do is keep your concerned or angry customers in the loop.
Resolving issues related to broken products can sharpen your customer service skills and help you build a better relationship with customers.
Here’s an email template that can help you assuage your customers.
Hi [Customer Name],
Earlier today, we noticed an issue that affected our service and users' accounts. We are so sorry that you were affected.
We have rectified the issue, and you should be able to access your account now. Be reassured that no data was lost during the downtime.
We will be implementing measures to ensure that this doesn’t happen again.
If you have any questions, please reach out to us.
16. Customer Review Request Email Template
If you've worked with a customer for a while and helped them achieve results with your product or service, you may want to ask them to review your product, service, business, or you personally.
Reviews help increase ratings on review sites, which are among the most trustworthy ways prospects research companies or products before making a purchase.
Timing-wise, it might make sense for you to send this email within a chain you've already started with the customer about the good results or a successful project you collaborated with them on.
You can either copy this template directly into a chain or use the exact wording to start a new thread from scratch.
If you sell a physical product that your customer personally uses, you might reach out 10-15 days after the product is delivered to ask them how it's going.
I hope you're having a great week so far! I saw you've started [details about how they're using your product] — it looks like you've achieved some impressive [details of the results they've achieved]. How are you enjoying working with the tool?
If you have any feedback or questions, don't hesitate to give me a call or shoot me an email, and I'll help you out!
If you'd like to share your experience using [Your company's tool], here are our pages on [review site] and [review site], where you can give us a rating and share your feedback to help other customers like you.
Thanks for your time, and give me a call if you have any questions!
Customer Refund Letter Templates
Here are a few helpful customer service email templates that you can use for refunds.
17. Refund to Customer Email Template
Sadly, some customers are going to return your products.
Don't worry; it's not you. But it's also not them. They aren't upset or frustrated but simply couldn’t find a good use for the product.
For instances like this, it's good to respond to a refund with an email expressing that there are no hard feelings and that you hope to do business with them again in the future.
I've processed your refund, and you should expect to see the amount appear in your bank account in the next couple of business days.
I'm sorry to hear that you didn't love your new product. I completely understand that it isn't for everyone.
If you're still searching for the right choice for you, let me know. I'd be happy to talk you through some of our other options and see if any of them feel like a good fit. Thank you for your time and for giving us a try.
I hope to connect with you again soon.
18. Product Exchange Email Template
Fortunately, not every unhappy customer will ask for a refund. Some may regularly purchase your product, so they know that one poor experience doesn't represent your brand.
However, since they know what to expect from your products, they’ll likely be upset when some products don’t meet their standard. They won't be angry enough to churn, but they will expect you to make things right. This is where this letter comes in handy.
Thanks for letting us know about this faulty product. We'll do our best to assess the problem and determine exactly what went wrong with your [product name].
In the meantime, please accept this replacement product [link] that I've personally assessed for performance.
We'd like to offer our sincerest apologies for any inconvenience this may have caused. We hope you continue to enjoy using our product, and we are happy to answer any questions or concerns you may have.
Please feel welcome to contact our support team at [phone number] or reply to this message, and we'd be more than happy to help.
19. Product Discount Email Template
When it comes to refunds, not every company has the same policy. For example, some may not offer product exchanges or full compensation for specific products or services. Others may require proof of purchase to issue a refund and can only provide store credit without it.
For these cases, your business may offer a small promotion so the customer will have a discount the next time they shop at your store. It's not the refund the customer is looking for, but it's better than leaving them empty-handed.
Thanks for reaching out.
Unfortunately, we can't offer a refund at this time. According to our policy, [policy description + explanation of why the policy is in place].
I've checked with my manager to confirm this policy, and while we can't offer a full refund, we can provide you with a discount of [discount amount] for the next time you shop in our stores.
We sincerely appreciate your understanding in this matter. Please feel welcome to reach out to me with any questions you may have, and I would be more than happy to help.
20. Customer Apology Email Template
In some cases, your customer service team won't be able to provide any type of refund or discount. This can lead to an awkward or stressful situation with the customer, especially if they feel like your company is in the wrong.
While you should personalize every apology, this message can be a baseline to work from when you need to take responsibility for your company's mistakes.
Thank you for providing us with this feedback.
We sincerely apologize for the inconvenience this has caused, and we appreciate your understanding in the matter. We know that [problem] has prevented you from achieving [customer's goal] and that we have fallen short of your expectations.
I have relayed this feedback to the rest of my team and can assure you that this mistake won't happen in the future. That said, if there's anything else that I can help you with at the moment, please feel welcome to reach out, and I would be more than happy to help.
21. Return of Overpayment Email Template
Depending on your business model, customers may have to pay for a product or service upfront and are reimbursed later if they paid more than they needed to. This either requires you to send them a check or wire the money via a direct deposit.
Regardless of how it's transferred, customers will want to know where this money is coming from. While they'll be happy to accept the return, they'll be dubious of its origin if you don't notify them ahead of time. You'll also want to take credit for this refund, as it shows your intention to provide an honest transaction.
You can use this letter to alert your customers of an overpayment for these cases.
Thank you for your recent payment of [payment amount].
Upon review of your transaction, we've determined that the amount you have paid is more than what was required for this product or service. The actual amount that was due was [payment amount], thus leaving you with a credit of [credit amount]. Please find a [check amount or notice of deposit] enclosed in this letter.
We strongly believe in providing an honest experience for our customers and can assure you that we are working constantly to prevent potential fraud. We hope this message resolves any concerns you may have about this transaction and are more than happy to answer any additional questions.
22. Refund Notification Email Template
Sometimes, customers are eligible for a refund but just don't know it. While you shouldn't be eager for them to return products, it'd be dishonest not to notify customers when they qualify to do so.
This type of proactive customer service builds trust with your customer base and creates a delightful support experience.
We hope this message finds you well.
We are reaching out because you qualify for a refund for your purchase of [product name]. This refund is eligible for [period of time] and can be initiated by calling or messaging our customer service team.
Please feel welcome to reply to this email with any questions you may have, and I would be more than happy to help.
23. Refund Status Email Template
To avoid any hiccups in the refund process, it'd be helpful to let your customer know the status of their refund once it's en route to their account.
If you'd prefer to refer to your company in the plural form, simply swap the "I" for "We."
I'm reaching out about the refund you initiated on [date].
Your refund has been deposited into your card ending in [last four digits of card]. You should see the amount credited to your account in about 3 to 5 business days.
If you don't see the refund in your account, respond to this email, and I'll look into it for you. In the meantime, please let me know if I can answer any additional questions — I'd be happy to help!
24. Refund Not Received Email Template
Suppose your customer hasn't received a refund and reached out to you about it. In that case, you should act as if you're responding to a customer complaint: with empathy, sincerity, and clear intentions to resolve the problem.
Most of the time, the delay is on the bank's end. In this instance, gently remind the customer that a few more business days may pass before processing the refund.
I'm so sorry to hear that a refund hasn't been deposited into your card ending in [last four digits of card].
I've contacted our accounting department to look into this issue for you. A refund has been issued, but it may take a few days for your bank to process the funds.
While we work on the delay, I've created a ticket in our system to keep you updated on your refund status. We'll try to resolve the problem as soon as possible.
I sincerely apologize for the inconvenience this may have caused. In the meantime, feel free to reply to this email with any questions or concerns, and I'd be happy to help.
25. Out-of-Policy Refund Email Template
Sometimes, customers reach out for a refund when they're past the date of eligibility.
You have the option of offering store credit or giving them personalized support for getting the most out of their new product.
Thanks so much for reaching out about order #[number]. I'm so sorry the product hasn't worked out for you.
Because more than [number of days] days have passed since the date of purchase, you're no longer eligible for a refund.
However, I can give you store credit for your purchase. Alternatively, I can set up a meeting with our customer success department so that you can get the most out of your product.
Let me know which option you'd prefer. Also, if you have any questions or concerns, I'd be happy to help.
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Editor's note: This post was originally published in July 2018 and has been updated for comprehensiveness.