Refund Requests Email Templates | Common Scenarios

SCENARIO 1: Wrong Card Selected / Mis-Tap (Paid Venue Directly)

Hi [Name],

Thanks for reaching out and letting us know what happened at [Venue Name]. I've reviewed your account and can see exactly where the mix-up occurred.

EatClub uses a digital wallet that acts as a bridge between your bank and the venue. This system is built to ensure that when you tap to pay, the correct discount is applied instantly and the venue receives the exact payment they expect for the deal they have posted.

To trigger this automatic discount, the payment must be processed through your EatClub Card in your phone's wallet. If a personal bank card is tapped directly on the terminal instead, even by mistake, our system has no way of seeing the transaction to apply the savings.

As you mentioned, it looks like your personal card was tapped instead of the EatClub Card. Because of this, the venue's terminal processed the full amount and the EatClub discount could not be applied.

For future visits, here is a helpful tip: when you are ready to pay, carefully swipe through your digital wallet to locate the EatClub Card and explicitly click on it to select it. This helps avoid the terminal defaulting to your primary card. Once you have redeemed the deal in the app, the card is active and ready to use. You can go directly to the card in your wallet at the time of payment without needing to navigate back through the voucher in the app.

I have reviewed your visit and I'm refunding you the discount amount you should have received: [Amount]. This will be back in your account within 3 to 5 business days. [IF FIRST TIME: I have also added a [Amount] dining credit to your wallet as a welcome gift!]

You are all set. Your refund is on its way, and let us know if there is anything else we can assist with.

Kind regards,

SCENARIO 2: POS Exclusions / Best-Value Adjustment 

Hi [Name],

Thanks for your message regarding the discount amount at [Venue Name]. I am happy to clarify how our Best-Value Policy worked for your bill.

EatClub is designed to apply to all full-priced items on a menu, including drinks. However, to keep these high-value deals sustainable for our restaurant partners, items that are already reduced in price, such as lunch specials, set menus, or other in-house promotions, are typically excluded from further EatClub discounts.

Our Best-Value Policy is built to ensure you always get the best deal available. The system automatically compares the value of the EatClub discount against any in-house discounts for each item. It then applies whichever one provides you with the greater saving. This ensures you never miss out on a better price while helping the venue maintain a sustainable partnership with our platform.

Looking at your receipt, the total was adjusted because [AGENT FILLS: e.g., specials/set menu] were already discounted by the venue. The system calculated that the existing in-house price was the better value for those specific items and applied your [X%] EatClub discount to the remaining eligible, full-priced items.

While the system worked as designed to give you the best possible price, I understand the final total was a surprise. I have added a [Amount] dining credit to your account as a goodwill gesture for the confusion.

For next time, you can always check the Exclusions section on the venue's page in the app before you order. This helps you know exactly which items are already discounted by the venue.

Your credit is live in your account now. Please feel free to reach out if we can offer any other assistance.

Kind regards,

SCENARIO 3: Insufficient Funds / Declined Payment 

Hi [Name],

Thanks for reaching out about your visit to [Venue Name]. I've reviewed your transaction and can see what happened.

EatClub deals are designed to work seamlessly when your payment method has sufficient funds available. The discount is applied at the moment of payment, so the full transaction (including any applicable discount) needs to go through without interruption.

When a payment is declined, whether due to insufficient funds, a card issue, or a bank block, the venue's terminal cannot process the transaction at all. This means the discount cannot be applied because the payment itself did not complete. In these cases, the venue typically asks you to use a different payment method to complete the purchase.

We can see the transaction declined with the EatClub card, linked to your card ending on xxxx. The system shows that the decline is related to the card you were using.

Unfortunately, we couldn't see the specific reason as to why the bank declined the transaction. Do you know why it got declined by the bank this time?

We recommend contacting your bank to understand what is causing this decline. 

The easiest way to get around this, is to update your payment card details in the app and try a new card.

Below are the steps to update your payment details.

1. Navigate to the EatClub app.
2. Click the profile button (top left corner).
3. Go to payment methods.
4. Select 'add new card' and add new details.
5. After finalising, remove card details of any card not marked as 'linked to EatClub card'.

This will ensure an updated card is now set to your profile.   

We've processed the refund for the deal amount which should reflect in your account within 3-5 business days.

To help you on your way in using the card again, you can use the code XXX to receive an extra $10 off on your next dine in deal (valid for 3 weeks).

Kind regards,

Note: If the error is due to their personal card being expired or card not valid, DO NOT PROCESS A REFUND yet. Advise customer to let you know once their payment detail is updated so you can issue the refund to the correct card.

SCENARIO 4: Venue Terminal Issue / System Fault 

Hi [Name],

I'm very sorry to hear you had trouble using your EatClub Card at [Venue Name] recently. I've investigated this and it appears the issue was on our end.

EatClub's goal is to provide a seamless "tap and save" experience. For this to work, our system must communicate perfectly with the venue's payment terminal the moment you tap.

Occasionally, a technical mismatch or terminal configuration issue can prevent this communication from happening. When this occurs, the terminal won't recognize the EatClub card, even if you have a valid deal. We're committed to getting these issues resolved quickly to ensure the reliable experience we promise you.

We've identified a technical fault with the terminal at [Venue Name] during your visit. This was a venue-specific issue and was not caused by your card or account.

I've processed a full refund of the discount you missed: [Amount]. I've also created a $10 voucher for you to use on your next offer to make up for the frustration this caused. The code is xxxx (valid for 2 weeks). We are already working to get this fixed for future visits.

You don't need to change anything on your end. Your card is working perfectly. We're working with the venue to ensure their terminal is back online for your next visit.

Thanks for your understanding, and let us know if there is anything else we can assist with.

Kind regards,

SCENARIO 5: Double Charge / Duplicate Transaction 

Hi [Name],

Thanks for flagging this. I've reviewed your account and I can confirm you were charged twice for the same transaction at [Venue Name].

On rare occasions, a system issue or network delay can cause a duplicate charge to appear on your account. When this happens, both charges initially show in your transaction history, but only one should remain after our system reconciles. If both charges persist, it means the duplicate was not automatically reversed, which we can then manually refund for you.

We've identified that you were charged twice on [Date] at [Venue Name]. One charge was for the discounted amount and the second was a duplicate. This was a system issue on our end.

I've processed a full refund for the duplicate charge: [Amount]. This will be back in your account within 3 to 5 business days. By way of apology for the inconvenience caused, please use the code xxxx on your next offer to receive an extra $10 off (valid for 2 weeks).

You should see only one charge on your statement going forward. If the duplicate charge is still showing after 5 business days, please reach out immediately and we will escalate this to our payments team.

Please let us know if there is anything we can assist with.

Kind regards,

SCENARIO 6: Paid with Cash / Non-EatClub Payment Method 

Hi [Name],

Thanks for reaching out about your visit to [Venue Name]. I’ve reviewed your account and can clarify how our payment system works to ensure you get your savings every time.

EatClub discounts are applied through our digital payment system. When you use the EatClub Card in your phone's wallet, our system communicates with the venue's terminal to apply the discount instantly. This process only works when the payment is processed digitally through the EatClub platform.

If you pay with cash or another payment method, such as a personal card or bank transfer, our system has no way to see the transaction or apply the discount. The venue's terminal cannot connect that specific payment to your EatClub offer, which prevents the discount from being triggered.

It looks like you paid with cash at the venue instead of using your EatClub Card. No worries! We’ve issued a refund for the deal amount. The refund should reflect on your account within 3-5 business days.

Please let us know if there is anything we can assist with.

Kind regards,

Note: For payments made in cash or other payment methods, we need a proof of payment to process the refund.

SCENARIO 7: Offer Expired / Redemption Window Closed 

Hi [Name],

Thanks for reaching out about the offer at [Venue Name]. I've reviewed your account and can clarify how our redemption windows work to ensure you get the best experience next time.

EatClub offers are time-limited to help venues manage customer flow during specific periods. Each offer has a Redemption Window, which is the specific timeframe during which you must tap the offer in the app to "lock it in" before you pay.

This window is vital because it signals your commitment to the venue. Venues use these windows to prepare for the specific number of discounted customers they can accommodate. Once a window closes, the venue's capacity for that offer is reached, and the system automatically prevents further redemptions. If you tap after the window closes, the system cannot apply the discount because the venue has already moved on to their next service period.

The offer for [Venue Name] had a redemption window that closed at [Time] on [Date]. Because your tap occurred after this window had closed, the system was unable to validate the discount for your transaction.

While we cannot process a refund for redemptions attempted outside of the window, I certainly understand that timing can be tricky. As a gesture of goodwill, I'd like to offer a voucher on our behalf. Please use the code xxxx to receive an extra xx off (valid for 2 weeks).

To ensure your discount is locked in for your next meal, we recommend checking the Redemption Window on the offer page as soon as you arrive. Tapping the offer early in the window ensures your discount is secured well before you head to the counter to pay.

Reach out if there is anything else we can assist with.

Kind regards,

SCENARIO 8: Paid Outside Payment Window (Far Outside) 

Hi [Name],

Thanks for getting in touch about your visit to [Venue Name]. I’ve reviewed the transaction timing and can clarify how our offer windows work.

EatClub works because venues provide deep discounts during specific time periods to help fill tables when they are usually quieter. These time-limited offers are what allow venues to post such attractive deals on the platform.

To keep the experience fair and reliable for restaurants, each deal includes a clear Pay-by-Time. This ensures both you and the venue know exactly when the offer is valid. Once this time has passed, the venue is often moving into a busier service period, and the discount no longer applies.

In this case, the payment was completed at [Time], which was [X minutes/hours] after the deal window ended at [Time]. Because the payment occurred outside the agreed timeframe, the system was unable to apply the discount.

On this occasion, I’m unable to process a refund, as these timing windows are essential to maintaining our partnership with the venue. However, I appreciate that this may have been a misunderstanding of the terms. As a gesture of goodwill, I'd like to offer a voucher on our behalf. Please use the code xxxx to receive an extra xx off (valid for 2 weeks).

For future visits, please make sure your payment is completed before the Pay-by-Time shown on the offer. We recommend asking for the bill around 15 minutes earlier to ensure you have enough time to tap and save.

Aiming to pay a little before the Pay-by-Time closes will help ensure your discount is applied successfully.

Let us know if we can offer any other assistance.

Kind regards,

SCENARIO 9: Paid Outside Payment Window (Slightly Outside / Courtesy) 

Hi [Name],

Thanks for reaching out. I've reviewed your visit to [Venue Name] and noticed the payment was just a few minutes past the window.

Venues use EatClub to manage their quieter periods, which is why our deals have specific Pay-by-Times. These windows help restaurants prepare for their busy shifts while offering you great value.

While these timing rules are usually strict to keep things fair for the venues, we understand that sometimes a payment can happen just after the closing window. We want to ensure your experience is positive while respecting the venue's schedule.

Your payment was completed at [Time], just [X] minutes after the offer expired. Because you're a [First-time user / Valued member], I can see this was just a minor timing discrepancy.

I've approved a one-time courtesy refund of your discount: [Amount]. You will see this in your account within 3 to 5 business days.

For next time, just keep an eye on that Pay-by-Time in the app. It is always best to ask for the check a little earlier to ensure the win-win works for both you and the restaurant.

Let us know if there is anything else we can assist with here.

Kind regards,

SCENARIO 10: Deal not honoured

Hi [Name],

I hope you are well. I’m so sorry to hear that you missed out on the deal.

No worries at all! I’m happy to organise a refund for the deal amount.

When a deal is live on the app, the restaurant is required to honour it once it has been redeemed by customers. If, for any reason, a deal is not meant to be live, the restaurant should coordinate with us directly to have this resolved.

That said, we’ll be following up with the venue to discuss what happened and to make sure we can avoid this issue moving forward.

We’ve issued a refund for the deal amount. The refund should reflect on your account within 2-3 business days.

The team has also topped up your dining credit with a $10 voucher to use on your next visit.

We appreciate you reaching out to us on this and let us know if we can assist further.

Kind regards,

Note: Flag this with the account manager via the Urgent channel