digital product refund exception template

Digital Product Refund Exception Template

Use this free refund response example to make a one-time exception without changing the policy 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: Refund exception update After reviewing the details, we can make a one-time exception for this order. This exception does not change the standard digital product refund policy and may not apply to future orders. Please keep a copy of any files you are still allowed to use under the license terms.

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.