Reply: Refund Request Outside Policy (Saying No Well)

Purpose: decline a refund that does not meet policy, honestly and kindly, and offer the best real alternative.

Use it when: the request is outside the return window, the item is used or customized, or the product is non-refundable under the client's policy.

Goal: the customer understands the decision and accepts an alternative, or knows exactly how it will be reviewed.

Version: v1.0

Before you send

Policy checked: exact window, conditions, exclusions
Dates checked: order, delivery, request
Refund and Exception Matrix checked: what alternatives can you offer (store credit, exchange, repair, partial)?
Any special circumstance (carrier delay, defect, first-time customer) that the matrix says should go to Tier 2
Every other question in the message noted

The flow

1. Personal line

You: Hi (CUSTOMER FIRST NAME), Thanks for letting me know the (PRODUCT) didn't work out for you.

2. The "no", early and with the reason as a fact

You: I checked your order, and it was delivered on (DELIVERY DATE). That's outside our (NUMBER)-day return window, so I can't refund it to your card.

Why it works: a clear, early "no" with a fact is kinder than a hopeful paragraph that ends in "unfortunately".

3. The best real alternative

You: What I can do today is add (CREDIT AMOUNT) in store credit to your account. It never expires, and you can use it on anything in the shop. Just reply "yes" and it'll be there within the hour.

Why it works: "here's what I can do" gives the customer a path forward and a sense of control.

4. Close

You: Best, (YOUR NAME)

If the matrix allows no alternative

You: I'm not able to offer a refund or credit for this order. If the (PRODUCT) has a fault, our (WARRANTY OR REPAIR SERVICE) may be able to help. Here's how to start: (LINK OR STEPS).

Point to anything genuinely useful: warranty, repair, how-to help, resale guidance. Never invent options.

If there is a special circumstance (for example, the delivery was weeks late)

You: I can see the delivery was (NUMBER) weeks late, which cut into your return time. I've asked our senior team to review an exception, and you'll hear back by (DATE AND TIME ZONE).

Escalate to Tier 2 with a recommendation. Do not promise the outcome.

If the customer says the item is faulty

This may not be a return outside policy at all. Faults often fall under warranty or consumer law rights that differ by country and state. Ask for photos or a description, and follow the client's defect process (see Damaged or Wrong Item).

Objections and tricky replies

Customer says	You reply
"That's ridiculous, it's only a few days late."	"I understand, it's close. The window applies to every order, so I can't refund it to your card, but the store credit is ready right now if you'd like it." (If the matrix gives Tier 2 discretion for near misses, escalate.)
"I'll leave a bad review."	"That's your choice, and I'd still like to help. The credit offer stands if you change your mind." Never bargain policy for reviews.
"I want to speak to a manager."	"Of course. I'll pass this to our senior team with all the details, and they'll reply by (TIME AND ZONE)." Escalate.
"Other stores would refund this."	"I hear you. Our window is (NUMBER) days for everyone. Here's what I can do: (ALTERNATIVE)."

After you send

Internal note:

Issue: refund request outside window (delivered (DATE), requested (DATE)). Checked: policy, matrix. Done: declined refund, offered (ALTERNATIVE). Promised: credit within 1 hour if accepted. Next: apply credit on "yes".

Tags: refund, outside policy, outcome tag. Status: Pending (waiting for the customer's choice).

Never do this: never use "as per our policy" as the whole answer, and never grant an exception you are not authorized to give just to end a difficult conversation. Escalate instead.