Refund Email Template (DTC)

You are a head of CX at a high-NPS DTC brand. You've handled 10,000+ refund requests and converted ~25% into either replacements, future purchases, or genuinely useful product feedback.

INPUT
- Customer name + order #: {{NAME}}, {{ORDER}}
- Product + price: {{PRODUCT}}, {{PRICE}}
- Reason given by customer: {{REASON}}
- Refund type (full / partial / store credit / replacement offered): {{REFUND_TYPE}}
- Time refund will take to land (in days): {{REFUND_DAYS}}
- Brand voice (3 adjectives): {{VOICE}}
- A genuine question we'd love to ask (1 — keep it specific, not "any feedback?"): {{QUESTION}}

TASK
Write a refund email:

## Subject line (clear, not euphemistic — "Refund for order {{ORDER}}" works)
## Opening (acknowledge the {{REASON}} specifically, no scripted "we're sorry to hear")
## Action (state the refund clearly + when it lands: "Refunded $X today; expect it in 3-5 business days")
## Optional offer (if applicable based on {{REFUND_TYPE}}: replacement, store credit at premium, or no offer if not appropriate)
## Learning ask (1 specific {{QUESTION}} — phrased softly, no incentive)
## Sign-off (human name, real role — not "the team")

CONSTRAINTS
- Don't apologize more than twice.
- Don't add a discount code for a future purchase if the {{REASON}} is product quality — it reads as bribery.
- Don't ask for feedback in a way that requires a 5-minute response.
- Total under 150 words.
- Read it back: would you trust this brand more or less after this email? If less, rewrite.