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Subject: RE: Problem with Order Number 1234567 - Request for Refund Dear Susan, I hope this message finds you well. Thank you for reaching out to us regarding your order number 1234567. I am genuinely sorry to hear about the problem and I understand your decision to request a refund. Allow me to assist you with this. In order to proceed with the refund process, I will need a bit more information from you. Could you kindly elaborate on what exactly went wrong with your order so that we can apply the necessary measures to prevent such an occurrence in the future? Your feedback will be greatly valuable to us. As soon as we receive these details, we will begin the process of your refund. Depending upon the nature of your problem and the method used to make the purchase, the refund transaction may take anywhere between 5 to 10 business days to reflect in your account. We understand that this is an inconvenience and we wish to make this right as soon as possible. While we recognize that the process to rectify this situation may not immediately ease the disappointment or inconvenience you've experienced, I would like you to know that we take your input very seriously, and we will be taking immediate actions to prevent a recurrence of this. Delivering quality products and ensuring our customer’s satisfaction is our top priority. In the meantime, kindly keep all the items and packaging intact, as we might need to arrange a pickup depending on the nature of the issue. We apologize for any inconvenience this may cause. Again, I apologize for the inconvenience and appreciate your understanding and cooperation in this matter. I hope we can make this right and regain your trust. Should you have any further questions or concerns, please do not hesitate to respond to this email, or alternatively, you can reach me directly at our customer service hotline at [Customer service number]. Thank you for your patience as we work diligently to resolve this issue. We appreciate your business and look forward to serving you again under better circumstances. Best Regards, [Your Name] [Your Position] [Your Contact Information]