Use a searchable subject line
Include the order, account, booking, or ticket reference and a short problem description. Example: “Refund pending for order 1842 — payment made 12 July.”
Open with the facts
State what you purchased or expected, the relevant date, what happened instead, and the reference number. Keep this first paragraph short enough to scan.
Show the timeline
List important events in date order: purchase, delivery promise, problem discovered, earlier support contact, and any response. Attach only evidence that supports those facts.
Request one realistic resolution
Ask clearly for a refund, replacement, correction, explanation, or completion by a reasonable date. Avoid mixing several incompatible demands.
Set a calm follow-up point
State when you will follow up and which escalation route you may use if the issue remains unresolved. Do not threaten actions you cannot or do not intend to take.
Reusable structure
- Subject: reference + short issue
- What I purchased or expected
- What happened and when
- Previous contact attempts
- Evidence attached
- Resolution requested
- Reasonable response date