POD customer service templates
Refund request reply template
When the customer wants money back, not a replacement.
7.8% of real customer emails in the same sample were refund requests - the customer asking for money back rather than an exchange or reprint. Basis: a real POD store’s support inbox, measured Apr 2024 to Dec 2025. See the full data story.
The situation
The customer wants their money back, not a replacement - a changed mind, a gift that missed the occasion, or simply not what they expected. The fastest, least-friction path is usually the right one: process it and say so plainly.
What customers typically say
Illustrative phrasing, not a quote from any real customer or email.
Copy-paste reply template
Fields in curly braces are yours to fill in before sending - nothing in this template sends on its own.
Hi {first name},
No problem - I've processed a refund of {amount} back to your original payment method. It can take {3-5 business days} to show up, depending on your bank.
Let me know if you don't see it by then.
{your name}The policy decision behind it
Print-on-demand items have no resale value once produced, so most sellers skip requiring a return for a refund - the shipping cost and delay of a return usually exceed what the item is worth back on a shelf that doesn't exist. Deciding this once, as a standing policy, is faster than re-deciding it on every email.
See what Podley drafts for your next customer email.
Connect Gmail and Shopify in about two minutes. From then on Podley reads every new customer email, pulls up the real order from Shopify and Printify, and writes the reply in your voice. Nothing sends until you approve it.