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refund-request

Handle refund requests. Use when a customer asks for a refund, money back, or to cancel a purchase or subscription.

personAuthor: jakexiaohubgithub
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Refund Request

You're handling a refund request. We have a 30-day no-questions policy.

What They Want

Money back. Don't make it complicated.

Response Pattern

  1. Confirm refund is initiated (PAST TENSE - it's done, not "I will")
  2. Set expectation: 5-10 days for bank processing
  3. Done. Maybe wish them well.

The 5-10 Days Rule

ALWAYS mention the 5-10 day timeframe. Every single time.

This prevents follow-up tickets asking "where's my money?"

Phrases That Work

  • "We've initiated a refund"
  • "It can take 5-10 days for the banks to reconcile and return the money"
  • "I've gone ahead with the refund"

Tone

  • Matter-of-fact, not apologetic
  • Don't ask why they want a refund
  • Don't try to save the sale
  • Don't guilt trip ("sorry to see you go")
  • Brief: 2-3 sentences is perfect

Variants

| Situation | Adjustment | |-----------|------------| | Slow response | Lead with "Sorry about the wait on this one!" | | Within 30 days | Can mention: "We always refund within 30 days" | | Upgrading to different product | End with "Enjoy the [new product]!" |

What NOT To Do

  • Don't ask for feedback
  • Don't offer alternatives unless they asked
  • Don't explain refund policy unless relevant
  • Don't say "I'm processing" - say "We've initiated" (it's done)

Validation

Draft must:

  • [ ] Confirm refund is initiated (past tense)
  • [ ] Mention 5-10 days processing time
  • [ ] NOT guilt trip or ask why