Refund denial email
Declining a refund goes worst when the "no" is buried in apology. State the decision early, tie it to a specific policy or fact, and offer the thing you can do. A clear no with an alternative keeps more customers than a mushy maybe.
Subject: Re: your refund request for [order/invoice number]
Hi [first name], Thanks for your patience while I looked into this. I'm not able to refund this one, and I want to be straightforward about why: [specific reason tied to policy or facts, e.g. "the return window for this order closed on March 2, and the request came in on April 10"]. What I can do: [genuine alternative, e.g. "apply the full amount as credit toward a future order" / "extend your current plan by a month at no charge"]. If you'd like that, just reply and I'll set it up. I realize this isn't the answer you were hoping for. If there are details I'm missing — [example of what could change the decision, e.g. "a defect we haven't seen photos of"] — send them over and I'll take another look. [your name]
Replace every [bracketed] placeholder before sending — the brackets are there so an unfilled field is impossible to miss.
How to use this template well
- Put the decision in the first paragraph. Customers skim for the verdict; making them dig for it reads as evasive.
- Cite the specific fact (dates, policy terms), not just "per our policy" — an unexplained policy citation feels arbitrary.
- Only offer an alternative you'd actually honor, and only leave the door open ("send photos and I'll look again") if new evidence could genuinely change the outcome.
- Never blame the customer, even when the missed deadline is theirs. State the dates and let them speak for themselves.
Related templates
Refund approval emailConfirm the amount, the card, and the arrival window — the three things they'll ask otherwise.Apology email to an unhappy customerDe-escalate by restating their complaint accurately before defending anything.Asking a customer for more informationAsk for everything in one round-trip, and explain what each item unlocks.
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