What to gather before you write
- Order or transaction number and the refund amount requested.
- The date of your first request and the support ticket reference.
- The last response, including any promised decision or processing date.
- A one-sentence explanation of what you need next: a decision or a payment update.
What to do next
Identify the unanswered question
Has the company never replied, asked you for more information, or approved a refund? Answer any outstanding information request first. If a refund is already approved, ask for its processing details rather than repeating your original argument.
Choose a useful time to follow up
Check the response window the company gave you. If it has passed, mention that date. If none was given, suggest a reasonable response date. Your suggested date is a request, not a legal deadline, and does not extend any applicable dispute deadline.
Keep the thread easy to act on
Use the original email thread where possible, keep the ticket number in the subject, and name the document that answers the outstanding question. Remove unrelated sensitive information from attachments and use the company’s official support channel.
An email you can make your own
Copy this template into your email app and replace the bracketed details with your own facts. Remove anything that does not apply, and check every date and amount before sending.
Subject: Refund follow-up — order [number], ticket [reference] Hello [company] support, I am following up on my refund request sent on [date] for [item or service], totaling [amount]. The issue is [one-sentence explanation]. Your last update was [brief summary and date, or “I have not yet received a reply”]. Please confirm whether the refund has been approved. If you need more information, please specify what is missing. Please reply by [requested response date] with a decision or an expected review date. Thank you, [name] --- If the refund was already approved, replace the middle paragraphs with: --- You confirmed a refund of [amount] on [date], with an expected processing time of [quoted timeframe]. I have not yet seen it on my original payment method. Please confirm the date it was processed, the amount, and any available refund reference so I can check its status with my payment provider.
If it is still unresolved
Save the reply with your original request. If another agent takes over, send a short timeline instead of a long new complaint. If you are still unable to resolve the issue, the FTC’s guide explains outside consumer-help options.
Common questions
How often should I follow up?
Use the company’s stated response window as your starting point. Repeated messages on the same day usually add little information. A dated follow-up that asks a specific unanswered question is easier to review.
Can I use the template for free?
Yes. Copy and adapt it yourself without an account or payment. Zendle’s service for sending demands and managing follow-up requires a separate paid subscription.
Further reading
FTC: Solving problems with a businessThese templates are written by Zendle. This is general information, not legal advice; your options depend on the facts and applicable terms and law.