The people who did end up writing in are not your problem though, are they? It's the ones who don't. I wouldn't base my experience on the ones who cooperated.
Casual tone is one thing (a good thing), but I posit that an actually angry customer will not respond well to this.
"Oh damn I get this email again... and they are telling me I can cancel, but I think I already cancelled... wth. Hmm, maybe they'll give me a refund."
Now at that point whether the customer is right or wrong they'll read the yell part and think that you are mocking their potential interest in demanding a refund.
Maybe I am totally alone here (with the other guy I guess), but while I wouldn't go dispute a charge myself that wording of yours would not encourage me to write in and get my hopes up you are happy to accomodate me.
Re:Stripe Chargeback Protection
by ensignavenger on Monday June 03, 2019 @11:34AM
(#20084271)
I understand wanting to have your own style. I am not opposed to the casual tone. You were complaining that some customers don't take you up on the offer, and instead contact their banks to request a charge back. I was suggesting that changing that one word (but not necessarily the casual tone) might make a difference in encouraging some of those people. But it is your business, you can try the suggestion or not, I apologize if my comment came across as pushy or anything like that.
Plenty of people have taken me up on the offer for a refund, and none of them felt the need to "yell", so I think they got the correct vibe. All our site copy and mails have this same casual, friendly tone. People seem to like it.