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