Even though you refuse the refund, you can still do something good for the person who has chosen your store. You can also dig deeper into the customer’s case and see what you can do about it to help them out. That’s how your customer is likely to come to your store again. Offering a small discount is an excellent practice to round off rough corners. That’s how your answer will look more official and not appealable. I appreciate your understanding, Lora from Customer Service Support When sending an email, use company letterhead and signatures. Please, let us provide you with an in-store credit at 15% off the initial value of your blender. You can take a look at our refund policy by following this link.
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