Sula / Refund letter templates

Free refund letter templates

Seven letters for the seven situations that actually come up, each written to cite the leverage that applies. Copy one, or download it as a PDF, a Word document, or plain text. No email address, no signup.

A refund request works when it is specific, on time, and cites something the company has to answer to — a statute, their own published policy, or your card issuer. These are the same letters the Sula extension generates, published here in full because a letter that only exists behind a paywall does not help anyone.

Fill these in once (optional)

Type your details and every letter below updates. It stays in your browser — nothing is sent anywhere, and there is no account.

Company Order / transaction ID Amount Charge date Your name Your email Their policy says…

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Anything still in [brackets] is a blank for you to fill. Never guess at a fact you do not have.

The letters

Unauthorized / unrecognized charge Fair Credit Billing ActCard chargeback

Send this the day you spot the charge. If the company does not fix it, call your card issuer and use the words "billing error" — that phrase starts the Fair Credit Billing Act process.

To [company] Support,

I am writing about a charge of [amount] dated [date] that I did not authorize and do not recognize.

Please reverse this charge in full and confirm no further charges will be made.

Under the Fair Credit Billing Act, I am entitled to dispute billing errors on my credit card. I am exercising that right. If this is not resolved, I will file a dispute (chargeback) with my card issuer.

Please confirm the refund in writing. I can be reached at [your email].

Regards,
[your name]

Duplicate / double charge Fair Credit Billing Act

Attach both charge lines from your statement. Duplicate charges are the easiest refund to win because the evidence is unambiguous.

To [company] Support,

I was charged [amount] more than once for order [order id] on [date].

Please refund the duplicate charge and confirm the corrected total.

Under the Fair Credit Billing Act, I am entitled to dispute billing errors on my credit card. I am exercising that right.

Please confirm the refund in writing. I can be reached at [your email].

Regards,
[your name]

Defective / damaged product Merchant's own policyNot as described

Attach photos before you send. Keep the item and its packaging until the refund clears — most policies require you to return it.

To [company] Support,

The item from order [order id] ([amount], [date]) arrived defective/damaged.

Please issue a full refund. I am happy to provide photos and return the item per your return process.

Your own published refund policy states [policy terms], which covers this purchase. The product/service was not as described at the point of sale.

Please confirm the refund in writing. I can be reached at [your email].

Regards,
[your name]

Not as described Merchant's own policyNot as describedCard chargeback

Quote the listing or ad copy that differs from what arrived. A screenshot of the product page as it appeared at purchase is the strongest attachment here.

To [company] Support,

The product/service from order [order id] ([amount], [date]) materially differs from how it was described at purchase.

Please refund this order in full.

Your own published refund policy states [policy terms], which covers this purchase. The product/service was not as described at the point of sale. If this is not resolved, I will file a dispute (chargeback) with my card issuer.

Please confirm the refund in writing. I can be reached at [your email].

Regards,
[your name]

Free trial auto-renewed FTC negative-option ruleCard chargeback

Send within days of the charge. Include the date you signed up for the trial and the date it converted.

To [company] Support,

I was charged [amount] on [date] when a free trial auto-renewed. I did not intend to continue the paid service.

Please cancel the subscription and refund this charge.

Under the FTC's rules on negative-option billing, cancellation must be as simple as sign-up, and charges after cancellation are improper. If this is not resolved, I will file a dispute (chargeback) with my card issuer.

Please confirm the refund in writing. I can be reached at [your email].

Regards,
[your name]

Cancelled but still charged FTC negative-option ruleCard chargebackCFPB escalation

Attach your cancellation confirmation — email, screenshot, or reference number. Charges after a confirmed cancellation are strong grounds for a card dispute.

To [company] Support,

I cancelled this subscription before the renewal on [date] but was still charged [amount].

Please refund the post-cancellation charge and confirm the account is closed.

Under the FTC's rules on negative-option billing, cancellation must be as simple as sign-up, and charges after cancellation are improper. If this is not resolved, I will file a dispute (chargeback) with my card issuer. If unresolved, I will file a complaint with the Consumer Financial Protection Bureau.

Please confirm the refund in writing. I can be reached at [your email].

Regards,
[your name]

Price-drop / price-match Merchant's own policy

Include a screenshot of the lower price with a visible date. Most price-match windows are 7–30 days from purchase.

To [company] Support,

I purchased order [order id] for [amount] on [date], and the price has since dropped.

Please refund the difference per your price-adjustment policy.

Your own published refund policy states [policy terms], which covers this purchase.

Please confirm the refund in writing. I can be reached at [your email].

Regards,
[your name]

Before you send

Check your deadline first. For a credit-card billing error, the Fair Credit Billing Act generally gives you 60 days from the statement the error appeared on. Debit cards fall under Regulation E, also about 60 days. A card chargeback is commonly allowed for around 120 days from the transaction, though issuer windows vary. The merchant's own return window is often the tightest of all. The full walkthrough is here.
Send it in writing. Email or a web form creates a record. Phone calls do not.
Attach your evidence — receipt, screenshots, the cancellation confirmation. Most refusals are about proof, not principle.
Give them a date to respond by. Ten business days is reasonable, and it sets up your escalation.
If they refuse, file a dispute with your card issuer, and use the chargeback steps here. For billing problems the bank will not fix, the CFPB takes complaints at consumerfinance.gov/complaint.

Sula does this from the order page itself.
It reads the merchant's own refund policy, counts down every deadline that applies, and fills these letters in for you. You still hit send, and Sula takes no cut of your refund.
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These templates are general information, not legal advice. Deadlines and rights vary by card issuer, state, and the type of transaction. Verify the specifics before you rely on them.