I run a time management app with a monthly subscription model that gives users the freedom to cancel whenever they feel like so. Normally if a customer cancels at the beginning of the month after they get charged, they receive a full refund for that month, no questions asked.
Yesterday I received an angry email from a Michael (Not his real name of course) who claims I didn't refund him. I look up Michael's account information and find out that he has, indeed, received a full refund.
Upon informing Michael of this, he insists he still hasn’t received his money.
Now it's getting really confusing, and of course I don't want to accuse him of anything, or communicate in any way that might sound like I'm saying that he's not being honest with me. Maybe there's a delay from his bank in showing the refund, I really don't know.
So I'm asking what's the best way to communicate with Michael in an email format and if there's anything I can do to help.