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
Customer requested refund within policy window. Approved without exception.
Open →Refund denied: outside policy
Customer requested refund after the eligibility window closed.
Open →Partial refund offered
Item received with minor defect; full refund not warranted.
Open →email · chat
Refund status: pending
Customer asking where their refund is. Already issued, waiting on bank.
Open →Refund not received: escalation
Refund issued but funds never arrived after stated window.
Open →Cancellation confirmed
Customer cancels subscription. Acknowledge and confirm dates.
Open →Cancellation: win-back offer
Customer cancelling for price. Offer discount before they leave.
Open →Prorated refund: annual plan
Annual subscriber cancels mid-cycle, requesting prorated refund.
Open →email · chat
Duplicate charge: refund
Customer charged twice for same order; refund the duplicate.
Open →Pre-chargeback resolution
Customer threatening chargeback. Offer to resolve before bank dispute.
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