Decline a Refund Request Without Burning the Bridge
Decline a refund request firmly but warmly with an alternative offer and the door left open.
This prompt drafts a customer support reply that says no to an out-of-policy refund without souring the relationship. It works by structuring the hard message into a sequence that lands better: thank them, explain the policy in plain language, offer whatever alternative you can, and keep the door open. The 'firm but warm' instruction and 120-word cap are deliberate, over-explaining or over-apologizing for a 'no' usually reads as weakness and invites further argument.
Draft a reply declining a refund request that falls outside our policy. Customer's ask: [REQUEST]. Reason it's outside policy: [REASON]. What we CAN offer (store credit/discount/partial/nothing): [OPTION]. Reply must: (1) thank them for reaching out, (2) explain the policy briefly without legal language, (3) state what we can offer, (4) leave the relationship open. Firm but warm. Under 120 words.
What you can expect back
Hi Jordan, Thank you for reaching out, and I'm glad you made it all the way through the course. I looked into a refund for you, but I'm not able to approve one here: our refunds are available within 14 days of purchase, and this order was placed about two months ago, so it falls outside that window. What I can do is offer you a code for 30% off any future course, my way of saying I appreciate you being here. Just reply and I'll send it over. If there's something specific that didn't land in the course, I'd genuinely like to hear it. Best, Maya
Illustrative example — your results will vary by tool and inputs.
Get sharper results
- 01State the policy reason in one plain sentence; quoting terms-of-service language makes the 'no' feel cold and bureaucratic.
- 02Lead with genuine thanks and put the decline in the middle, so the message doesn't open or close on a negative note.
- 03If your offer is 'nothing', tell the model so explicitly, and ask it to still close warmly with an invitation to share feedback rather than inventing a concession.
- 04Keep it under 120 words on purpose, a long justification signals uncertainty and gives the customer more to push back against.
- 05Ask the model to match your support team's existing tone so the reply doesn't read as noticeably different from your other messages.
Adapt it for your case
Ask for a slightly firmer variant for a customer who has already pushed back twice, holding the line politely while still offering the alternative.
Flip the task to grant the refund as a one-time exception while clearly stating the standard policy so it isn't treated as precedent.
Adapt it to decline a mid-cycle refund while explaining when access ends and how to avoid the next charge.
Common questions
How do I keep a 'no' from sounding harsh?
Sandwich the decline between genuine thanks and a real alternative or open invitation, and keep the policy explanation short and human rather than legalistic.
What if I genuinely can't offer anything?
Tell the model the option is 'nothing'; it will still close warmly with an invitation for feedback. Don't let it fabricate a discount you can't honor.
Should I mention the specific policy clause?
Briefly explain the rule in plain words (e.g. a 14-day window), but skip quoting terms-of-service text, which makes the reply feel cold and defensive.
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