Support Reply: Refund Request
Support reply
Annoyed customer
Supportive
✘ Original Message
Dear Customer, Thank you for reaching out to us. We apologize for any inconvenience you may have experienced. We have reviewed your request and unfortunately, our policy states that refunds are only available within 14 days of purchase. As your purchase was made 45 days ago, we are unable to process a refund at this time. However, we would be happy to offer you a 20% discount on your next purchase as a gesture of goodwill. Please let us know if there's anything else we can help you with. Best regards, Customer Support
✔ Best Rewrite
Hi [First Name], I hear you--and I wish I could just hit "refund" for you. Here's the situation: Our 14-day refund window passed, so a full refund isn't possible right now. But I can offer two options: 1. 20% off your next order (code: COMEBACK20) 2. Exchange for a different product if this one isn't working Which would help most? Emma Customer Support
Micro-Yes Line
“Reply '1' or '2' and I'll set it up.”
Why This Lands Better
- Acknowledged frustration ("I hear you")
- Explained the "why" briefly without sounding bureaucratic
- Gave two concrete options--empowers the customer
- Human name (Emma) instead of generic "Customer Support"
- Clear next step (reply 1 or 2)
#support#refund#customer service#e-commerce
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