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How to reply to a Shopify refund request email
Answer a refund request with the decision, the reason and the next step in the first paragraph. If you approve it, say how much, where it goes and when the customer will see it; if you don't, quote the policy line that applies and offer what you can actually do.
Check the order and the policy before you type
Pull up the order date and the payment method, plus the fulfillment status and the item condition. Then read the refund policy line that covers this case, and copy it into your reply word for word. The customer is more likely to accept a no when the rule is visible and the same rule applies to everyone.
If the request arrived after the window, check whether you have already made an exception for this customer. You don't want to contradict an earlier promise in the same thread.
Say yes or no in the first sentence
A refund email that opens with 'thanks for reaching out' makes the customer read three lines to learn the answer. Start with 'I can refund this' or 'I can't refund this, and here's why'. Then give the amount and the payment route, followed by the date the money should appear.
Card refunds depend on the customer's bank, so say when you will send it and let the bank timeline sit with the bank. If you refund to store credit instead, say that in the first sentence too, before the customer reads the rest.
Keep the tone even when the answer is no
A no lands better when it comes with an alternative that solves part of the problem. Offer an exchange, a repair, a discount on the next order or a return for store credit, whichever your policy allows. Don't invent an option the owner hasn't approved.
Close with the one action the customer needs to take, such as replying with a photo or dropping the parcel at a named carrier. One action, written plainly, prevents another round of email.
Copy-paste reply templates
Refund approved
Hi [first name],
I can refund [order number]. I've sent [amount] back to the card you paid with today, and your bank usually shows it within a few business days. You'll get a confirmation from us once it leaves our account.
You don't need to send anything back for this one.
Thanks,
[your name]
Refund outside the window
Hi [first name],
I can't refund [order number] because it was delivered on [date], which is outside the [number]-day window in our refund policy. I'm sorry I can't make an exception on this one.
I can still offer [exchange, repair or store credit] if that helps. Reply and I'll set it up.
Thanks,
[your name]
Item arrived damaged or used
Hi [first name],
I'm sorry [item] arrived in that condition. I can refund [amount] to your original payment method, or replace it with a new one, whichever you prefer.
If you'd like the refund, reply with a photo of the item and the packaging and I'll send it today. You can keep the damaged item; a return isn't needed.
Thanks,
[your name]
When to escalate to the owner
- Any refund above the amount you set as the inbox cap.
- A request to refund an order that was already refunded once.
- A threat to contact a lawyer, a regulator or a card issuer.
- A claim that a product caused an injury.
- A customer who asks for a written exception to the published policy.
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