To write a refund email to a customer, say the refund is done, give the amount and the payment method, say when it should show, and thank them. Keep it short and kind.
4 emails you can copy
Four emails for four common refund moments. Each one says what you did and what happens next. Replace every [BRACKET] with a real fact.
- A full refundSubject: Your refund for order [ORDER NUMBER]Hi [FIRST NAME], I have refunded your order [ORDER NUMBER] in full: [AMOUNT]. It goes back to the [CARD OR PAYMENT METHOD] you paid with. Your bank can take up to [NUMBER] business days to show it. I am sorry the [PRODUCT] did not work out. If you tell me what went wrong, I will use it to fix it. [YOUR NAME]
- A partial refund, they keep the itemSubject: A partial refund for order [ORDER NUMBER]Hi [FIRST NAME], Thank you for the photos. I have refunded [AMOUNT] of your order [ORDER NUMBER] for [WHAT IS WRONG]. You can keep the [PRODUCT]. The money goes back to your [PAYMENT METHOD] and should show within [NUMBER] business days. If you would rather return it for a full refund, tell me and I will send a label. [YOUR NAME]
- A refund after the return arrivedSubject: We got your return: refund sentHi [FIRST NAME], Your return has arrived. I have refunded [AMOUNT] for order [ORDER NUMBER] to your [PAYMENT METHOD]. Original shipping of [AMOUNT] [IS OR IS NOT] included, as our returns page says: [LINK]. Thank you for sending it back so quickly. I hope we can help you again. [YOUR NAME]
- A polite no, outside the return windowSubject: About order [ORDER NUMBER]Hi [FIRST NAME], Thank you for writing about order [ORDER NUMBER]. Our return window is [NUMBER] days, and this order arrived [NUMBER] days ago, so I cannot refund it. What I can do is [OPTION YOU REALLY OFFER, SUCH AS A REPAIR, A REPLACEMENT OR STORE CREDIT]. Tell me which you prefer and I will do it today. [YOUR NAME]
What to avoid
- Do not promise a date you cannot keep. Banks take different times. Give the day you sent it and say how long it can take.
- Do not blame the customer. Say what you did, not what they should have done.
- Do not leave the amount out, or hide a fee. Say what was refunded and what was not.
- Do not refuse without an alternative if you have one. A no with a next step keeps the customer.
- Do not paste the same email to every customer. Change the first line to match what they told you.
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What the paid tool adds
The emails above are free. The tool writes the replies for your own store, from your own policies.
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What you give it: Your store address, or the text of your refund and shipping policies.
What you get: Ready-to-import replies built from your own policies, starting with the hard cases: stuck in transit, delivered but not received, address changes and cancellations. It flags where your policy and your FAQ disagree.
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Questions people ask
How long does a refund take to show?
You can only say when you sent it. Banks and card companies take different times. Give the date you issued it and say it can take up to a number of business days.
Should I refund the shipping too?
Follow your own returns page, and say in the email whether shipping is included. Customers write back when it is not clear.
Do I refund to the original payment method?
Normally yes. It is the simplest, and the customer sees the money where they expect it. If they ask for something else, say what you can do.
Does my store send a refund email on its own?
Many store platforms send an automatic notice. Check what yours says. A short note from you adds what an automatic one cannot: a human sentence and what happens next.
What if a customer asks for a refund after the window?
Check your own policy first. If you say no, give one thing you can do instead, as in the last example.