Order Refunded → Send Email

Use Case

When an order is refunded in WooCommerce, you want to send a thoughtful confirmation email. This maintains trust, sets expectations for refund processing times, and can even help win back the customer.

Common scenarios:

• Refund confirmation with timeline
• Apologize and offer incentive to return
• Gather feedback on why they returned
• Clarify refund processing times
• Internal notifications for refund tracking

Step-by-Step Setup

1. Create a New Workflow

Navigate to Sequensy → Workflows in your WordPress admin and click Add New Workflow.

Name your workflow “Refund Confirmation Email” or “Customer Refund Notification”.

2. Configure the Trigger

Select Order Refunded as your trigger.

Available filters:

• Refund Amount: Different messaging for partial vs full refunds
• Refund Reason: Customize based on why refund occurred
• Products: Specific handling for certain products
• Order Total: Different approach for high-value refunds

3. Set Up the Send Email Action

Configure your refund confirmation email:

Email Body Example:

Hi {billing_first_name},

We've processed your refund for order #{order_id}.

Refund Details:
Amount: {refund_amount}
Original Payment: {payment_method}

The refund should appear in your account within 5-10 business days,
depending on your bank.

We're sorry this order didn't work out. If there's anything we could
have done better, we'd love to hear from you—just reply to this email.

As a thank you for your patience, here's 15% off your next order:
{coupon_code}

We hope to see you again soon.

Best regards,
The {store_name} Team

4. Add Win-Back Incentive (Optional)

Chain a Create Coupon action before the email to generate a personalized discount:

• Coupon code: COMEBACK-{order_id}
• Discount: 15% off next order
• Single use, expires in 30 days
• Reference the code in your email

5. Test Your Workflow

1. Enable the workflow
2. Create a test order and complete it
3. Process a refund on the order
4. Verify confirmation email was sent
5. Check refund details are accurate

Pro Tips

Differentiate partial vs full refunds: Use conditions to send different emails. Partial refunds might mention remaining items still shipping.

Gather feedback: Include a link to a feedback form to understand why customers are returning products—valuable for improving operations.

Win them back: A small discount coupon shows goodwill and can turn a negative experience into a future sale.

Set timing expectations: Be specific about refund timelines (e.g., “5-10 business days”) to reduce support inquiries.

Email Templates by Scenario

Full Refund

Subject: Your full refund has been processed

Hi {billing_first_name},

We've issued a full refund of {refund_amount} for order #{order_id}.

The funds should return to your {payment_method} within 5-10 business days.

We're sorry things didn't work out this time. We'd love another chance
to serve you—here's 15% off your next order: COMEBACK15

Partial Refund

Subject: Partial refund processed for order #{order_id}

Hi {billing_first_name},

We've processed a partial refund of {refund_amount} for order #{order_id}.

The remaining items in your order are still being processed and will
ship as scheduled.

If you have any questions about this refund, please reply to this email.

Return-Related Refund

Subject: We've received your return

Hi {billing_first_name},

Good news! We've received your returned items and processed your refund
of {refund_amount}.

Thank you for sending these back. The refund should appear in your
account within 5-10 business days.

Was there an issue with the products? We'd love to hear your feedback
to help us improve: {feedback_link}

Troubleshooting

Email not sending on refund?

• Verify workflow is enabled
• Check trigger is “Order Refunded” not “Order Status Changed”
• Review workflow logs for errors

Wrong refund amount showing?

• Verify merge tag spelling
• Check for partial vs full refund scenarios
• Review WooCommerce refund data

Customer upset about timing?

• Be clear about bank processing times
• Consider adding payment method-specific timing
• Provide support contact for questions