How to Write a Refund Email (14 Templates to Request or Issue a Refund)

A refund email states the problem, gives the order details, and says exactly what you want to happen next. If you are asking for a refund, be polite, specific and brief. If you are issuing one, confirm the amount, the payment method and the timeline so the customer has nothing left to wonder about.

Quick template: polite refund request

This works for most situations where you bought something and want your money back.

Subject: Refund request for order #[order number]

Hi [Name or Customer Support Team],

I'm writing to request a refund for [product or service], order #[order number], purchased on [date] for [amount].

Unfortunately, [brief description of the problem, e.g. "the item arrived with a cracked screen" or "the service was not delivered on the agreed date"]. I've attached [receipt / photos / order confirmation] for reference.

Could you please refund [amount] to my original payment method ([card ending in XXXX / PayPal])? Please let me know if you need anything else from me to process this.

Thank you for your help.

Best regards,
[Your full name]
[Phone number]

When to send a refund email

Customers send refund request emails when a product arrives damaged, a service is not delivered, they are charged twice, or a subscription renews after they canceled. A written request is better than a phone call because it creates a record with dates and details.

Businesses send refund emails to confirm a return has been processed, to fix a billing error, to cancel an order they cannot fulfill, or to explain a partial refund or a denial. This guide covers both sides, starting with the customer side.

How to ask for a refund politely

Polite does not mean vague. The fastest refunds go to people who make the request easy to approve.

Step 1: Write a subject line that says what you want

Support teams sort their inbox by subject. Put "refund request" and your order number right there.

• Refund request for order #48213
• Request for refund: double charge on March 3 invoice
• Refund request: subscription charged after cancellation

Step 2: Open with the request, not the backstory

Your first sentence should say what you bought and that you want a refund. The person reading handles dozens of these a day, so give them the point first and the details second.

Step 3: Explain the problem in one or two sentences

Describe what happened factually: "The jacket arrived with a broken zipper," not "I was so disappointed when I opened the box." Facts are easier to act on than feelings.

Step 4: Include every detail they need

List these so nobody has to ask:

• Order or invoice number
• Date of purchase
• Amount paid
• Payment method (card type and last four digits, PayPal, etc.)
• What you want: full refund, partial refund, or store credit

Step 5: Attach proof

Attach the receipt and, if relevant, photos of the damaged or incorrect item. If you have already returned the item, include the return tracking number.

Step 6: Close with a clear next step

Ask what happens next and how long it will take, and thank them for their help. A calm, courteous tone gets your request handled faster than an angry one, even when you are in the right.

For more ways to phrase a request so people say yes, see our guide on how to ask for something in an email.

Polite vs. pushy phrasing

Refund request email templates (for customers)

1. Refund request for a damaged or defective product

Use this when the item arrived broken or stopped working shortly after purchase.

Subject: Refund request: damaged item, order #[order number]

Hi [Customer Support Team],

I received my order #[order number] on [delivery date], and the [product name] arrived damaged. [Describe the damage, e.g. "The glass panel is cracked and the box was crushed on one corner."]

I've attached photos of the item and the packaging, along with my order confirmation.

I'd like a full refund of [amount] to my original payment method. If you need the item returned, please send a prepaid return label and I'll ship it back right away.

Thank you,
[Your full name]
[Phone number]

2. Refund request for an order that never arrived

Use this when tracking shows no progress or the delivery date has long passed.

Subject: Refund request: order #[order number] not received

Hello,

I placed order #[order number] on [order date] for [amount]. The estimated delivery date was [date], but I have not received the package.

[The tracking number [tracking number] has not updated since [date]. / I was never sent a tracking number.]

Since the order has not arrived, I'd like to request a full refund to my [payment method]. Please confirm once it has been processed.

Thank you for looking into this.

Best regards,
[Your full name]

3. Refund request for a service that wasn't delivered as promised

Use this for contractors, agencies, courses or any service that fell short of what was agreed.

Subject: Refund request for [service name], invoice #[invoice number]

Dear [Name],

I'm writing about the [service] I purchased on [date] (invoice #[invoice number], [amount]).

According to our agreement, [what was promised, e.g. "the website was to be delivered by June 1 with five pages"]. As of today, [what actually happened, e.g. "only two pages have been delivered and the deadline has passed"].

I'd like to request [a full refund / a partial refund of [amount]] for the work that was not completed. I've attached the original agreement and our recent emails for reference.

I'd appreciate a reply by [date] confirming how you'd like to proceed.

Sincerely,
[Your full name]
[Company, if applicable]
[Phone number]

4. Refund request for a subscription charged after cancellation

Use this when you were billed after you canceled a plan.

Subject: Refund request: charged after cancellation, account [email or ID]

Hi [Company] Support,

I canceled my [plan name] subscription on [cancellation date], and I received a cancellation confirmation (attached). However, I was charged [amount] on [charge date].

Please refund this charge to my [card ending in XXXX] and confirm that my account will not be billed again.

Account email: [email]
Charge date: [date]
Amount: [amount]

Thanks for your help,
[Your full name]

5. Refund request for a double charge

Use this when the same purchase shows up twice on your statement.

Subject: Duplicate charge on order #[order number], refund request

Hello,

I was charged twice for order #[order number]. Both charges of [amount] appear on my [card ending in XXXX] statement on [date].

I only placed one order, so I'd like the duplicate charge of [amount] refunded. A screenshot of my statement is attached.

Please let me know once the refund has been issued.

Thank you,
[Your full name]

6. Refund request for a canceled event or booking

Use this for concerts, classes, travel bookings or appointments the provider canceled.

Subject: Refund request for canceled [event / booking], confirmation #[number]

Hi [Name or Team],

I booked [event or service] for [date], confirmation #[number], and paid [amount]. I received notice on [date] that it was canceled.

I'd prefer a refund rather than a credit or rescheduled date. Please refund the full amount to my original payment method.

Could you confirm when I should expect to see it?

Best,
[Your full name]

7. Follow-up when your refund request gets no reply

Use this when it has been about a week with no answer, or the promised refund date has passed. Our guide to follow-up emails after no reply has more ways to nudge without sounding annoyed.

Subject: Follow-up: refund request for order #[order number]

Hi [Name or Team],

I'm following up on my refund request from [date of first email] for order #[order number] ([amount]). I haven't received a reply or a refund yet.

I've included my original message below for reference. Could you please confirm the status of the refund and when I can expect it?

Thank you,
[Your full name]
[Phone number]

--- Original message ---
[Paste your first email]

8. Formal refund request letter or complaint escalation

Use this when front-line support hasn't resolved the issue and you need to escalate to a manager. Keep it formal and factual so it can be forwarded as-is.

Subject: Formal complaint and refund request: order #[order number]

Dear [Manager's name or Customer Relations Manager],

I'm writing to escalate an unresolved refund request.

Summary:
- Order number: [order number]
- Purchase date: [date]
- Amount: [amount]
- Issue: [one-sentence description]
- First contacted support: [date], reference #[case number]
- Follow-ups sent: [dates]

Despite these requests, I have not received a refund or a clear explanation. [If applicable: I was told on [date] that the refund would be issued within [timeframe], which has passed.]

I'm asking for a full refund of [amount] within [7 / 10] business days. If I can't resolve this with you directly, I will dispute the charge with my card issuer.

I'd much rather settle this with your team, and I appreciate your attention to it.

Sincerely,
[Your full name]
[Address]
[Phone number]
[Email]

How to write a refund email to a customer

On the business side, a refund email does two jobs: it confirms the money is on its way, and it gives the customer a reason to come back. Handled well, a refund can leave a customer with a better impression than if nothing had gone wrong.

Refund email format

Every refund confirmation should include these parts, in roughly this order:

1. Clear subject line. "Your refund for order #12345 has been processed" beats anything clever.
2. Greeting. "Hi [first name]" or "Dear [first name]." Keep it professional; the customer may still be annoyed.
3. Acknowledgment or apology. One sentence that recognizes what went wrong. Apologize if it was your fault, but don't grovel.
4. Refund details. Amount, payment method (last four digits), and refund or reference number.
5. Timeline. When you issued it and when they should expect to see it. Be honest: say what your processor and their bank actually take.
6. What to do if it doesn't arrive. A direct email or phone number, not "reply to this email" if replies go nowhere.
7. Optional goodwill gesture. A discount code, a replacement, or a credit, if it fits the situation.
8. Sign-off and signature. A real name and role build more trust than "The Team." Our guide on how to end an email covers sign-offs that fit a professional tone.

Subject line examples for refund emails to customers

• Your refund for order #[number] has been processed
• Refund issued: [amount] to card ending in [XXXX]
• Update on your refund request
• We've refunded your [product] order
• Correction to your invoice: refund issued

Tone tips

• Lead with the good news. If the refund is approved, say so in the first line.
• Use plain words. "Your refund is on its way" is clearer than "Your reimbursement has been initiated pursuant to our policy."
• Don't argue. If the customer was partly at fault, you don't need to say so in a refund confirmation.
• Ask for feedback only when you'll actually use it.

Refund email templates (for businesses)

9. Refund confirmation after a product return

Use this once you've received and checked a returned item.

Subject: Your return is complete: refund issued for order #[order number]

Hi [Customer first name],

We've received your returned [product name], and your refund is on its way. We're sorry it didn't work out.

Refund details:
- Amount: [amount]
- Refunded to: [card ending in XXXX / PayPal / original payment method]
- Reference: [refund ID]

Refunds usually appear within [5 to 10] business days, depending on your bank. If you don't see it by [date], email us at [support email] and we'll track it down.

If you'd like to try something else, here's [percentage]% off your next order: [code].

Best regards,
[Your name]
[Title], [Company]
[Email] | [Phone]

10. Refund email when a service is canceled

Use this when a customer cancels a service or subscription and is owed money back.

Subject: Cancellation confirmed and refund issued

Hi [Customer first name],

Your [service or plan name] has been canceled as of [date], and we've issued a refund of [amount] to your [payment method].

You should see the refund within [5 to 10] business days. You won't be billed again.

If there's anything we could have done better, we'd genuinely like to hear it. Just reply to this email.

And if you ever want to come back, your account details will be saved until [date].

Thanks for being a customer,
[Your name]
[Title], [Company]
[Email] | [Phone]

11. Refund email for a billing error

Use this when your company overcharged, double charged, or charged the wrong amount. Own the mistake plainly.

Subject: We made a billing error: your refund has been issued

Hi [Customer first name],

We charged you [incorrect amount] on [date] when the correct amount was [correct amount]. That was our mistake, and I'm sorry for the trouble.

We've refunded the difference of [refund amount] to your [card ending in XXXX]. It should appear within [5 to 10] business days. A corrected invoice is attached.

We've also [brief fix, e.g. "corrected the pricing on your account so future invoices are accurate"].

If you have any questions, you can reach me directly at [email] or [phone].

Kind regards,
[Your name]
[Title], [Company]

12. Refund email when a product is out of stock after purchase

Use this when you have to cancel an order you can't fulfill. Say so in the subject line so the customer isn't left waiting for a package.

Subject: Your order #[order number] has been canceled and refunded

Hi [Customer first name],

I'm sorry to tell you that the [product name] you ordered on [date] is out of stock, and we can't ship it. We've canceled your order and issued a full refund of [amount] to your [payment method].

You should see the refund within [5 to 10] business days.

If you'd still like the item, we expect it back in stock around [date], and you can [sign up for a restock alert here: link]. As an apology, here's [percentage]% off any order: [code].

Thank you for your patience,
[Your name]
[Title], [Company]
[Email] | [Phone]

13. Refund email for a digital product or software

Use this for courses, apps, downloads or SaaS plans that didn't meet the customer's expectations.

Subject: Your refund for [product name]

Hi [Customer first name],

We're sorry [product name] wasn't the right fit. Your refund of [amount] has been processed to your [payment method] and should appear within [5 to 10] business days.

Your access to [product] will end on [date].

If you have a minute, we'd appreciate knowing what didn't work for you. Even one sentence helps us improve.

Thanks for giving us a try,
[Your name]
[Title], [Company]

14. Partial refund or declined refund request

Use this when policy only allows part of the refund, or none. Explain the reason, point to the policy, and offer what you can.

Subject: About your refund request for order #[order number]

Hi [Customer first name],

Thank you for reaching out about order #[order number]. I've reviewed your request carefully.

[Partial: Because the item was returned [reason, e.g. "after our 30-day window" / "without its original accessories"], we're able to refund [partial amount] of the [original amount]. The refund has been issued to your [payment method].]

[Declined: Because [reason, e.g. "the course was more than 50% completed"], this purchase isn't eligible for a refund under our policy: [policy link].]

I know this isn't the answer you were hoping for. What we can offer is [store credit of [amount] / a free exchange / an extension of your access to [date]]. Just reply to this email if you'd like that.

If you have questions about this decision, you can reach me at [email] or [phone].

Best regards,
[Your name]
[Title], [Company]

Refunds are often part of a bigger customer relationship. If you want to bring back customers who left, our guide to win-back emails picks up where this one ends.

Mistakes to avoid

• Burying the request or the answer. Whether you're asking or confirming, the refund belongs in the first two sentences.
• Leaving out the order number. It's the single detail that saves the most back-and-forth.
• Promising unrealistic timelines. If refunds take 10 business days to clear, don't say 3. A missed date generates another angry email.
• Writing while angry. As a customer, threats and insults make the reader less willing to bend the rules for you.
• Copy-pasting without editing. Delete every bracket and option that doesn't apply before you hit send.
• No real contact point. A no-reply address on a refund email invites a chargeback.

Refund email checklist

Before you send, check that your email has:

• A subject line with "refund" and the order or invoice number
• The request or the confirmation in the first two sentences
• Order number, date, amount and payment method
• Attachments (receipt, photos, corrected invoice) where relevant
• A clear next step and timeline
• A polite, factual tone
• A real name and a way to reply