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How to Respond to Price Match Requests (Email Template)

· 6 min read

When customers find your products cheaper elsewhere and request price matching, your response determines whether they stay or leave. This guide shows you how to verify pricing, process adjustments quickly, and honor your price guarantee.

Example Customer Complaint​

Subject: Price match request - Found cheaper elsewhere

Hi,

I ordered a Sony WH-1000XM5 headphones from your site yesterday for 
$399 (Order #55123). Today I found the EXACT same item on Amazon for 
$329 - that's $70 cheaper!

Your website says you have a "Price Match Guarantee" but I can't find 
any information on how to request it. Do you match prices or not?

I haven't opened the package yet. I'd like you to refund me the $70 
difference, otherwise I'll just return these and buy from Amazon instead.

Please let me know ASAP.

Alex

Casee.io Analysis: Automatic Case Classification​

When you paste Alex's message into Casee.io, the AI instantly analyzes and categorizes the case:

📋 Case Summary:

  • Regarding: Price Match Guarantee for Order #55123
  • Priority: High
  • Categories: Price Match Request, Refund

Key Issues Identified​

Casee.io breaks down the complaint into 2 specific issues that need addressing:

Issue 1: Price Match Process Unclear​

Customer's concern:

"Your website says you have a 'Price Match Guarantee' but I can't find any information on how to request it. Do you match prices or not?"

Suggested response:

We understand you found the Sony WH-1000XM5 headphones cheaper on Amazon and want to inquire about our Price Match Guarantee. We do offer a Price Match Guarantee and would be happy to process this for you. To confirm the price difference and proceed, could you please provide a link to the Amazon listing where you found the lower price? Once verified, we can arrange for a refund of the $70 difference. Since the package hasn't been opened, we can proceed with the price adjustment.

Issue 2: Refund Difference or Return​

Customer's concern:

"I haven't opened the package yet. I'd like you to refund me the $70 difference, otherwise I'll just return these and buy from Amazon instead."

Suggested response:

We see that you'd prefer a refund of the $70 difference and have mentioned returning the item if that's not possible. Our goal is to ensure you're satisfied with your purchase, and we'd much rather honor the price match. Please allow us to process the price adjustment first. If, for any reason, we cannot accommodate the price match, we can discuss return options.

Complete Email Response​

Casee.io also generates opening and closing paragraphs to frame your response:

Opening (AI-Generated):​

Hi Alex,

Thank you for reaching out to us. We understand you're looking to make 
use of our Price Match Guarantee for your recent order, and we're 
happy to help you with that.

Body (Combine Issue Responses):​

You can now copy and paste each suggested response, editing as needed to add specific verification requirements or processing timelines.

Closing (AI-Generated):​

We appreciate your business and hope to resolve this for you quickly. 
Please let us know if you have any other questions.

Why This Approach Works​

✅ Confirms policy exists - Removes customer doubt about price matching

✅ Simple verification requirement - Just asks for Amazon link

✅ Shows intent to honor request - Proactive about processing adjustment

✅ Acknowledges unopened package - Easier to process price match vs return

✅ Prevents return/rebuy cycle - Saves customer time and your processing costs

Common Price Match Scenarios​

Scenario A: Competitor price verified and matched​

Add: "I've verified the Amazon listing at $329 and confirmed it's the exact same model (Sony WH-1000XM5). I've processed a $70 refund to your original payment method. You should see it within 3-5 business days."

Scenario B: Competitor price doesn't qualify (different seller/condition)​

Add: "I reviewed the Amazon listing and see it's sold by a third-party seller (not Amazon direct) and listed as 'Like New' rather than new. Our price match policy applies to new items from authorized retailers. However, as a goodwill gesture, I can offer you a 10% discount ($39.90 refund)."

Scenario C: Price includes membership discount​

Add: "I see the $329 Amazon price requires Prime membership ($139/year). Our price match policy matches regular prices, not membership-exclusive pricing. However, I can offer you our loyalty program discount of $30 off this purchase."

Scenario D: Temporary sale price​

Add: "I've verified the Amazon price and see it's part of a limited-time Lightning Deal. I've processed the $70 price match refund and noted the sale end time. If the price changes before your return window closes, you're still covered."

How to Use Casee.io for Price Match Requests​

  1. Paste the customer's message into Casee.io
  2. Review the analysis - Check product, price difference, competitor mentioned
  3. Copy suggested responses - Use the itemized responses for each concern
  4. Add verification details - Link checked, price confirmed, refund processed
  5. Follow up internally - Update pricing if consistently undercut

Price Match Policy Best Practices​

Make your policy clear and accessible:

  • Prominent placement - Link in footer, product pages, checkout
  • Clear eligibility - New items, authorized retailers, within X days of purchase
  • Exclusions stated - Marketplace sellers, used/refurbished, membership prices
  • Verification process - What proof is needed (link, screenshot, ad)
  • Processing time - How long for price adjustment to process
  • One-time use - Can customer request multiple price matches?

Example Clear Price Match Policy​

Price Match Guarantee

We'll match any lower price from authorized retailers for identical 
new items within 14 days of purchase.

To request: Email us with your order number and link to competitor 
price. We'll verify and refund the difference within 24 hours.

Exclusions: Marketplace sellers, auction sites, membership-only prices, 
clearance/liquidation sales, used/refurbished items.

Competitive Pricing Strategy​

After price match requests:

  1. Track patterns - Which products get most requests?
  2. Monitor competitors - Set up price tracking alerts
  3. Adjust pricing - If consistently undercut, review your margins
  4. Add value - Highlight free shipping, warranty, customer service
  5. Communicate value - Why buying from you is worth any price difference

Try It Yourself​

Want to handle price match requests faster and retain customers who found lower prices? Try Casee.io free →

Paste your customer message and get instant analysis with retention-focused, verification-ready response suggestions.