5 Sample Letters Denying Request for Refund
Sample Letter Denying Request for a Refund
Whether it’s for voiding the warranty, a no refund policy, the passing of a refund deadline, or any other valid company policy - from time to time customer support has to send out a letter denying the request for a refund.
In this blog post, we will show you 5 sample letters denying a request for a refund that you can use.
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First, let’s understand what’s the right way to say no to a refund request.
How to Say No to a Request for Refund
What are the ins and outs of writing a refund request denial letter? Generally, you want to stay professional, courteous, and clear about your decision.
Be professional - Even businesses with a casual email style should stick to a more formal tone. Begin your letter or email with “Dear” and then determine whether you want to use sir or madam; first name, last name. Keep the tone of the email respectful and courteous throughout and finish with a formal salutation (like sincerely or regards).
Be clear - It shouldn’t be a mystery why a customer is losing out on what they perceive as their money. Make sure you refer back to your company policies and the specific reasoning behind a refund denial.
Maintain positive customer relations - Of course, the customer is going to be unhappy about your decision, but you can still reiterate how much you value their business. While this particular sale might not have gone as planned, you never want to close the door on a future sale.
Acknowledge the customer - Reiterate how you understand what the customer must be feeling. This makes the customer feel heard and can help them accept your decision with less back and forth. While this isn’t always the case, it does help.
Here's a video that shows how the Stuart Customer Support Team uses Text Blaze to make their customer support efforts simple.
Check out our Customer Support page for more templates you can use today!
Letter Denying Request for Refund—Due to No Refund Policy
We regret to inform you that we have a no refund policy and cannot issue a refund for the product you have purchased on {formdate: LL}.
While we understand that this is an inconvenience for you, our company policy states that an item purchased is eligible for a refund up to 10 days after its delivery. Our policy is clearly summarized on our webpage and you can read more about it here: www.example.com/policy.
Customer satisfaction is very important to us, but we have a strict no refund policy for electronics. Our policies are in place to ensure the highest quality, standards, and values that our company believes in.
We hope you’ll consider ElectroStore for your electronics in the future.
Sincerely, Anne D. Benson
Decline Refund Request Letter Sample—Due to Voided Warranty
I am sorry to say that the mobile phone you purchased on {formdate: LL} from {formmenu: name=store location; Union square; default=Chestnut street; Stonetown} location is not eligible for a refund under our zProtect warranty.
We have taken a close look at your refund request and you stated that the mobile phone suffered physical damage which is not covered under our zProtect warranty.
While we apologize for the inconvenience and we understand how much you were looking forward to using the mobile phone, our warranty policy is very clear regarding your case. You can read more about the conditions of our zProtect warranty on our website www.example.com/zprotect-warranty-terms.
We hope you’ll understand our decision.
Sincerely, Barbara M. Ward
Sample Letter Denying Request for Refund—Due to Refund Deadline Passing
In the template below, try changing the date of purchase and the date of refund request and notice how Text Blaze automatically calculates the number of days between those two dates.
We appreciate your purchase of our XIC tubeless tire on {formdate: LL; name = date1} and we are sorry to hear that it failed to provide you the right off-roading experience.
Unfortunately, because you purchased the product on {formdate: LL; name = date1} and requested a return on {formdate: LL; name=date2}, we are unable to issue you a refund.
Please note that we cannot issue refunds after more than 10 days. This is stated in our refund policy on www.example.com/refund-policy and on your invoice. 10 days after purchase, the tires are no longer considered brand new and cannot be returned.
As stated above, you requested for a refund after {=time_diff} days—well past our 10-day refund deadline.
Please know that we value your decision to shop at XIC and hope that you’ll consider shopping with us again soon.
Sincerely, Kimberley J. Bailey {time_diff=({time: X; at={=date2}} - {time: X; at={=date1}}) / 24 / 60 / 60}
Your Refund Request Has Been Rejected—Letter Denying Request for Refund
I regret to inform you that your refund request for the lawnmower you purchased on {formdate: LL; name=date1} has been rejected because the lawnmower was part of an exclusive promotion.
I’m sure you’re aware, we do have a generous refund policy on most of our gardening tools. However, any products we offer through our exclusive promotions are ineligible for a refund.
Our policy for the exclusive promotion was stated on your invoice, on our in-store signage, and on our website: www.example.com/exclusive-promotion-t-and-c.
We hope you understand why we can’t issue you a refund at this time. However, because you are a valued customer, we can offer you a $50 store credit.
Sincerely, Michael Ballard
General Refund Request Denying Email Template
Thank you for reaching out to us regarding your purchase of DRCY headphones on {formdate: LL}. Unfortunately, I’m sorry to say that we will not be able to issue a refund.
You mentioned not being able to pair it with 10 Bluetooth devices as your main issue, which is not included in our refund policy. Bluetooth as of 2021, can’t pair with more than 8 devices and is unfortunately not a manufacturing defect. Our policy can be found on our website: www.example.com/return-policy or on your receipt.
I apologize that you weren’t satisfied with our DRCY headphones, but I hope you’ll give us another chance for your electronics needs in the future.
Regards, Alton Stallings
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