Approve, deny, partial, refund timelines, cancellation confirmations.
Refund replies are where customers test whether your support is for real. Three rules: be fast, be specific about timing, never blame the bank. If you're approving, lead with the dollar amount and the bank window so the customer can stop wondering. If you're denying, give the policy reason in one sentence and offer one alternative, do not stack five. For cancellations, your job is to make leaving as easy as joining: confirm the date, preserve the data, ask one honest question about why. The hardest replies are partial refunds and disputes; for those, default to faster-than-policy resolution so the customer hangs up faster than they were planning to.
email · chat
Refund approved: standard
Copy-paste email or chat reply for an approved refund within policy, sent to a customer asking for their money back. Works for AI live chat agents or human reps.
Open →Refund denied: outside policy
Copy-paste email template for declining a refund request that arrived after the policy window closed, with one alternative offer to keep the customer.
Open →Partial refund offered
Copy-paste email template for offering a partial refund when an item arrived with a minor defect and a full refund is not warranted.
Open →email · chat
Refund status: pending
Copy-paste email or chat reply for a customer chasing a refund status update. Common ticket deflection candidate for an AI chatbot.
Open →Refund not received: escalation
Copy-paste escalation email for a customer whose refund was issued but never landed, opening a payment processor trace and committing to a timeline.
Open →Cancellation confirmed
Copy-paste email template confirming a subscription cancellation, access end date, and a one-line ask for product feedback.
Open →Cancellation: win-back offer
Copy-paste email template for a price-driven cancellation, offering a discount before the customer leaves your service.
Open →Prorated refund: annual plan
Copy-paste email template for an annual subscriber asking to be prorated mid-cycle when policy says no, but you are making an exception.
Open →email · chat
Duplicate charge: refund
Copy-paste email or chat reply for a customer charged twice on the same order, refunding the duplicate fast and apologising plainly.
Open →Pre-chargeback resolution
Copy-paste email template for a customer threatening a chargeback, offering to resolve directly before the bank dispute opens.
Open →Build a real macro library. Not a Google Doc.
SupportWire's macros learn from your replies. Variables auto-fill. AI suggests the right one.