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Refund request after digital download template

Problem: A buyer asks for a refund after accessing files. This free resource helps sellers respond fairly while preserving digital delivery boundaries while keeping the message calm, clear, and policy-aligned.

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Reusable support macro

Thanks for explaining the issue. Because this is a digital product, refund eligibility may be limited after file access. Please share what went wrong and whether the file was unusable, duplicated, or purchased by mistake so support can review the request against the refund policy.

Response checklist

Confirm the buyer has the right purchase email, order number, or screenshot.

Clarify what the product includes and what support can help with.

Point the buyer to the correct policy or delivery page if the question is about refunds, license, or access.

Avoid promising custom setup, private review, or manual implementation unless that service is sold separately outside this page.