Email templates / Refuse a refund
Saying no to a refund is hard because the customer is already unhappy. Be clear about the rule, kind in tone, and always offer something you can do.
Replace the [brackets] with your details. Change the tone to fit your relationship with the reader.
Hi [Name], thank you for getting in touch. I am sorry, but your request falls outside our [30]-day refund window, so I am not able to refund this order. I can offer [exchange / store credit / repair]. Would that help?
Hi [Name], I understand how frustrating this is. Our policy does not cover refunds for [reason], so I cannot approve one. What I can do is [alternative]. If you would like that, just reply and I will set it up.
Hi [Name], I have reviewed your request. Unfortunately we cannot refund this order under our policy: [link]. I am happy to help with [alternative] if you would like.
Typing a quick draft and fixing the tone is faster than starting from a template. This is a real rewrite from NudgeWrite, using the Professional tone:
we cant refund this, its past the 30 day window
We are unable to process a refund, as the request exceeds the 30‑day window.
Select your draft in Gmail, Outlook, Zendesk or any text box, press Cmd+E (Ctrl+E on Windows), pick a tone and click Replace. 50 free rewrites, no card.
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