Refund reply checklist
Refund replies are easy to overpromise. A friendly sentence can sound like final approval, compensation, or a legal admission. Use this checklist before replying to refund, cancellation, exchange, or store credit requests.
Policy checklist
- The refund result is clearly labeled as approved, denied, partial, exchange, credit, escalation, or under review.
- The reply does not promise a refund if the request still needs review.
- The policy boundary is specific enough for the customer to understand the decision.
- The timing is realistic: review window, processing window, or next update time.
- The reply includes only approved remedies and avoids invented alternatives.
- The customer knows what they should do next, or that no action is needed yet.
Safer wording
Instead of: "We will refund this right away." Use: "We are reviewing the refund request under the current policy and will send the next update within 24 hours."
Denied refund wording
If a refund cannot be approved, state the policy basis without blaming the customer. Then offer the approved alternative, such as exchange review, troubleshooting, documentation, or escalation.