Saying no to customers isn’t a piece of cake for sure. You can do that by phone, messenger or email – the choice is yours. No matter what means of communication you pick, you should be firm and polite. Use active language in your communication. Instead of saying “Your case has been investigated” and “The refund can’t be provided”, go for “I have carefully looked into your situation” and “We can’t issue a refund according to our policy”.
Make sure to show your customer that you’ve really investigated the case. Inform them why exactly you came up with this decision. It’s easier to accept the negative outcome when the customer knows you’ve spent some time looking into their case.
You can use the following templates to decline a refund nicely and reasonably:
Hello Mr Jonson,
I am writing to you in regard to your recent call. We have looked into your case carefully, considering the condition of the product you want to be refunded and the deadlines specified in our refund policy.
Unfortunately, I have to refuse your request on the following grounds:
- your item shows signs of heavy use, and we refund only products in like-new condition;
- we accept products within 14 days from the moment of purchase, and your blender was bought a month ago;
You can take a look at our refund policy by following this link: [INSERT LINK].
Sorry for any inconveniences you had. Please, let us provide you with an in-store credit at 15% off the initial value of your blender.
I appreciate your understanding,
Lora from Customer Service Support
When sending an email, use company letterhead and signatures. That’s how your answer will look more official and not appealable. Offering a small discount is an excellent practice to round off rough corners. That’s how your customer is likely to come to your store again.
You can also dig deeper into the customer’s case and see what you can do about it to help them out. Even though you refuse the refund, you can still do something good for the person who has chosen your store. Here is an example:
I am really sorry to inform you that we can’t exchange the product or refund it. After a careful investigation, we’ve come up to the conclusion that it was damaged while being used.
I understand that you might be sad about this situation, but it seems to me that your chair is still fixable. I’ve found this tutorial on the official website. I hope it will be useful.
Justin from the Customer Care Department.