Refund denial reply template
Use this when the refund decision is final and the customer needs a clear explanation. The reply should acknowledge the request, state the policy reason, and offer any legitimate alternative without sounding dismissive.
Template
Hi [Name], Thank you for giving us the details. After reviewing the request, we are not able to approve a refund because [specific policy reason]. I understand this may not be the answer you were hoping for. What we can offer is [available alternative], and I can help with that next step if you would like to proceed.
Short version
After reviewing the request, we are not able to approve a refund because [specific policy reason]. I can still help with [available alternative] if that would be useful.
Before sending
- Use the exact policy reason, not a vague phrase like "not eligible."
- Only offer alternatives that the business can actually provide.
- Do not include private account notes in a public channel.
- Do not soften the sentence so much that it sounds like the refund is still possible when the decision is final.
When the decision is not final
If the refund request is still under review, do not use denial wording. Use review language instead: explain that the request is being checked against the policy, state the next update time, and avoid promising a refund before the decision is confirmed. If the final answer is partial refund, exchange, store credit, replacement, or escalation, name that option clearly and avoid implying that every option is still open.
A refund denial should be firm on the decision and still helpful about the next available option.