How to reply to a refund request email
Updated November 12, 2026
Reply within one business day. Decide first: refund, partial refund or alternative, or no. Then say it in the first two lines, with the amount and when the money will arrive. Check your refund policy before you write. A fast, clear yes or no matters more than a long explanation.
- Reply
- Within 1 business day. Someone waiting on their money gets anxious fast, and a slow answer often leads to a chargeback or a public complaint.
What your reply should say
- Say your decision in the first line so they do not have to hunt for it.
- If approving, state the amount and how long it usually takes to show up.
- If declining, point to the specific policy or fact, not a vague "we cannot".
- Offer one realistic alternative if you can, such as credit or an exchange.
3 replies you can copy
Pick the one that matches what you want to say, copy it, and change everything in [brackets].
1Approve the refund
The request is within your policy or clearly fair.
Hi [Name], I have approved your refund of [amount] for order [number]. It will go back to your [payment method]. Your bank can take [number] business days to show it, and I will send a note once it is processed on our side. I am sorry it did not work out. If you would like to give us another try, I am happy to help. Best, [Your name]
2Offer partial or credit
You cannot refund in full, but you want to make it right.
Hi [Name], Thank you for explaining what went wrong with order [number]. I cannot refund the full amount because [reason]. I can offer [partial refund of amount, or store credit of amount], available today. If you would like that, reply "yes" and I will process it. If you would prefer something else, tell me and I will see what I can do. Best, [Your name]
3Decline kindly
The request falls outside your policy, such as past the return window.
Hi [Name], Thank you for writing, and I am sorry the [product or service] was not what you hoped for. Unfortunately, I cannot refund this order. Our policy covers refunds within [number] days, and this request came on day [number]. What I can do is [exchange, repair, or tip for using it]. If your situation has something I should know about, please tell me and I will take another look. Best, [Your name]
Already late? Send this instead
For when you are several days late or more. Own the delay in one line, then do the job.
Hi [Name], I am sorry you waited so long for an answer about your refund. That is on us. I have looked at order [number] and [decision with amount]. [Timing or alternative]. If you have already filed a dispute with your bank, let me know so we can sort out both at once. [Your name]
Mistakes to avoid
- Making the customer scroll past three paragraphs to learn if the answer is yes or no.
- Promising "as soon as possible" instead of a real timeframe for the money.
- Saying no without naming the specific policy or reason.
- Arguing about whether they should have wanted a refund. Decide on the facts.
Questions people ask
How long should a refund take to arrive?
It depends on your payment processor and the customer's bank, so say "up to [number] business days" only if you know it. Tell them the day you issued it. That way they can check with their bank if it does not show up, and you look reliable.
What if they ask for a refund after the deadline?
You can still say yes if you want to. If you say no, be clear and kind, and offer something if you can. Check your own terms of sale so you do not promise or deny something that conflicts with them.
More reply guides
How this page was made
Written by Westward, who make Orbit, as starting points you edit before sending. The replies use placeholders, not real people or real mail. Nothing here is legal, tax or medical advice; for contracts, money or health, check the document or ask a professional. All reply guides.