Refund request
How to reply to a refund-request Google review
Refund reviews are the trap category — arguing entitlement in public loses more customers than the refund itself.
Why it matters
A calm 'let's resolve this by email' reply outperforms a detailed policy quote every time in follow-on bookings.
Do this
- Confirm willingness to look at it.
- Name a direct email.
- Sign with the owner or manager.
Avoid this
- Quoting the refund policy in full.
- Debating the reviewer's entitlement.
4 templates
1. Salon, refused refund
Review
"Refused to refund me for a service I hated."
Reply
"Hi Nadia — I remember the appointment and I want to get this resolved. Our refund policy is on the booking page but I'd rather hear your side directly. Email me on hello@ourplace.com. — Priya, owner"
2. Retail, wrong product
Review
"Bought the wrong size, told me no returns."
Reply
"Hi Alex — returns on sized items are handled case-by-case. Please email hello@ourshop.com with your order number and I'll look at it personally. — Sam"
3. Gym, cancelled charge
Review
"Charged after I cancelled."
Reply
"Hi Chris — a charge after cancellation is a billing fail, not a policy. Please email members@ourgym.co.uk with the cancellation date and I'll process the refund personally. — Nadia"
4. Course, unhappy student
Review
"Course wasn't what was described, want a refund."
Reply
"Hi Priya — mismatch between description and delivery is worth resolving properly. Please email hello@ourcourse.com and I'll go through your enrolment with you. — Marc"
FAQ
- Should I quote the refund policy in the reply?
- No. Quote it in the private email. The public reply is for tone, not terms.