Respond to a refund request

Write a clear reply that approves, partly approves or declines a refund request politely, explains why and keeps the door open for the customer.

The prompt

Write a reply to a refund request for [BUSINESS NAME].

Customer's request: [PASTE OR SUMMARIZE]
Our refund policy: [PASTE POLICY]
Order details: [what they bought, when, amount, any use or damage]
My decision: [full refund / partial refund of $X / store credit / decline]
Reason for the decision: [REASON]

The reply should:
- State the decision in the first two sentences, without burying it.
- Explain the reason by referring to the policy in plain language, without sounding legalistic.
- If declining, offer an alternative if I have one [ALTERNATIVE, e.g. repair, exchange, credit].
- Explain exactly what happens next and when (for example, when money will show up).
- Stay under 150 words and keep a warm, respectful tone.

Replace every [BRACKETED] part with your own details before sending.

How to use it

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