Business Email Guide: How to Request a Refund with Grace

Almost everyone makes a bad purchase at some point.

This unpleasant scenario has happened to just about all of us: We buy a product or service only to find out that what we ordered is unsatisfactory, defective, or even a scam!

The best options are a replacement or receiving the money back. But how can these desired outcomes be reached? With a persuasive and well-written email, of course…  

Step 1. Lay out the information

Through a brief introduction, you can broach the topic and add relevant details. Including specifics like the date of purchase, order number, price paid, etc., makes the process a whole lot more efficient. In this example, we’ll pretend it’s a damaged laptop.

Example:

“Hello, this message is in regard to a laptop computer that I bought two weeks ago. The name of the product is XXX, and I paid a total of $500.00 for it.”

Step 2. Justify the refund

To provide justification, you’ll need to document the problem and explain why it is not your fault. Bonus points if you can work in detail about how the issue has caused inconvenience.

Example:

“Unfortunately, the item arrived in an unacceptable condition. It has major scratches on the screen. Due to the fact that the laptop is not usable, I must request a refund for this order.”

Step 3. Be polite yet direct

Making aggressive demands will surely do no good for the situation. Instead, be formal and reasonable but still firm in your approach. A little professionalism goes a long way!

Example:

“Please arrange to return the funds to my bank account. Also, I would be grateful if you could advise me on how to ship the package back.”

Step 4. Conclude the message

Brushing aside any anger or annoyance, it is better to show extra respect in the hopes of experiencing a smooth and stress-free interaction. Try to say thanks even if you have not received assistance or a solution yet.

Example:

“Thank you in advance for the help. Your understanding is appreciated. Respectfully,”

Full email with each step:

“Hello,

This message is in regard to a laptop computer that I bought two weeks ago. The name of the product is XXX, and I paid a total of $500.00 for it.

Unfortunately, the item arrived in an unacceptable condition. It has major scratches on the screen. Due to the fact that the laptop is not usable, I must request a refund for this order.

Please arrange to return the funds to my bank account. Also, I would be grateful if you could advise me on how to ship the package back.

Thank you in advance for the help. Your understanding is appreciated.

Respectfully,”