← All templates
Negativeecommerce
Refund taking too long
Review Response Template — Customer waiting for a refund
Response template
Waiting for money that’s yours is stressful, and we apologize for the delay. We’ve escalated your refund internally. If you don’t see it within 48 hours, please email us directly and we’ll resolve it same-day.
Why this response works
- Validates the emotional weight (“money that’s yours”) — a refund isn’t a favor, it’s owed
- Sets a concrete timeline (48 hours) with a fallback guarantee (same-day resolution)
- Shows internal escalation has already happened — no need for the customer to push harder
Common mistakes when responding to "customer waiting for a refund"
- ×Quoting standard processing times (“refunds take 5-10 business days”) — correct but dismissive
- ×Not providing a direct escalation path if the timeline isn’t met