A refund is a small decision with a lot of handoffs. Support hears the complaint, a lead decides whether the refund is due, finance moves the money, and somebody has to tell the customer. When those handoffs happen in chat, refunds stall, customers write in again and nobody can say why a given refund was approved.
This template follows a refund from the first contact to the closing message. The request records the customer, order or invoice number, amount paid, amount to refund, the reason (defective product, wrong item, not delivered, unhappy with the service, duplicate charge or a cancellation within seven days), what happened and any evidence. The team lead approves within one business day and says whether the product has to come back, with return instructions when it does. Refunds above $1,000 also need finance, who confirms the original payment was received. Finance then refunds by card reversal, ACH, bank transfer or store credit and attaches proof, and the person who opened the request tells the customer and notes their reply.
It suits support and sales teams that handle refunds every week. For example, a $120 duplicate charge skips the finance step, while a $2,400 refund for an undelivered order gets one.