downloaded file refund response example

Downloaded File Refund Response Example

Use this free refund response example to answer a refund request after file access 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 request after download access Thanks for explaining the issue. Since this is a digital product and the files have been accessed, refund eligibility is reviewed under the digital download policy. If the file is broken, incomplete, or not as described, reply with screenshots and file names so support can review the specific problem.

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.