digital product refund denied email template

Digital Product Refund Denied Email Template

Use this free refund response example to decline a refund while still being helpful while keeping the message policy-aligned and buyer-friendly.

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Use carefully: This is sample wording, not legal advice. Adapt it to your actual refund policy, payment processor, access records, and support process.

Response example

Subject: About your refund request Thanks for explaining the issue. After reviewing the request against the published refund policy, this order is not eligible for a refund because the digital files were accessed and the product was delivered as described. If you are still having an access or file problem, reply with the order number, file name, and a screenshot so support can help troubleshoot the original purchase.

Before sending

Match the response to your published refund policy.

Do not promise approval, denial, processing time, or exceptions before review.

Ask for order number, access details, screenshots, or file names when needed.

Keep the message calm and avoid blaming the buyer.