Customer FAQ Response Templates

Save our email templates for FAQs from your customers

Customer has asked for a refund.

Hi ,

Thanks for your message.

Since the payment for your order was authorised and not fully processed, the balance for the items you decided to return should have already been released back into your account. Because the funds were never fully withdrawn, a "refund" isn't required—the amount is automatically returned to your account.

Please let me know if you have any further questions.

Many thanks,

2. Customer was going to place an Exchange, but now just wants to do a Return.

Hi

Thank you for letting us know.

No problem at all—you can simply just return your order. The authorisation hold for your original order should have already been automatically released back into your account.

If you need any assistance, feel free to reach out.

Many thanks,

3. Customer has asked how the authorization hold works.

Hi ,

The funds for the order are authorized on your account but not yet paid. This works similarly to how a hotel payment operates. It would display in your account as "pending."

As soon as you try on your order and make your selections, the payment will update. The payment will complete for the items you keep, and the authorized amount will be released back into your account for any items you return.

I hope that is clear but if you have any more questions please do not hesitate to ask.

Many thanks,

4. Customer Return has not been posted and is overdue.

Hi ,

I hope you’re doing well.

Just a friendly reminder that we haven’t yet received the items you intended to return, and the return period has now passed.

If there’s been any mix-up or if you need assistance with the return process, please let us know as soon as possible so we can update your return status.

Thank you for your prompt attention. If you have any questions or need help, feel free to reach out.

Best regards,

5. Customer has placed an order and has asked to change their payment method.

Hi ,

Thank you for reaching out.

Unfortunately, we can't edit the payment details for your current order. However, we can cancel the order if you'd like to place it again with a different payment card.

Just let me know if you'd like to proceed, and I'll take care of it for you.

Thanks,

6. Customer would like to return a purchased item from their mixed TBYB order.

Hi ,

Thank you for your message.

It looks like your order includes both "Try Before You Buy" items and items that were purchased outright. In the system, we can only process returns for the Try Before You Buy items. Here’s what you need to do:

Please complete your Try Before You Buy selections in the customer portal by choosing which items you’d like to keep or return.
For the outright purchased items, please message us directly and we’ll manually add them to your return request.

Once we’ve processed the returns, we will arrange a refund for the purchased items.

Let us know if you have any questions or need further assistance!

Best regards,

7. Customer thinks their authorisaton order has been paid.

Hi ,

Thank you for your message.

The payment for your order has not been taken yet, but it has been authorised. This means the amount has been reserved on your card, which may appear in your account as a pending transaction, but it has not been completed or paid.

You will only be charged if you decide to keep the item after trying it. If you choose to return the item, the authorisation will be released, and the pending amount will not be deducted from your account.

I hope this helps clarify. If you have any further questions or need assistance, please let me know.

Best regards,

8. Customer can see two authorisation transactions.

Hi [Customer's Name],

Thank you for reaching out.

I’d like to clarify what has happened with your order authorisation. Authorisations have a limit of around 7 days, as set by the banks. When an authorisation is about to expire, the system will automatically re-authorise the order to ensure the items remain reserved for you.

While this might appear as a duplicate transaction in your account, this is not a new charge. The initial authorisation will drop off your account shortly, and you’ll still only be charged for the items you decide to keep after completing your trial.

If you have any further questions or concerns, please don’t hesitate to reach out.

Many thanks,