Use “does not appear” if further review is possible.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Refund request not eligible wording template
Draft careful wording for requests that may not meet policy, without sounding cold.
Copy-ready template
Subject: Follow-up on your refund request
Hi {{customer_name}},
Thanks for your patience while we reviewed order {{order_number}}. Based on the details available to us and our store policy, this request does not appear to meet the requirements for a refund.
If you believe there is missing information we should review, please reply with those details and we will add them to the record.
Thanks,
{{store_name}} Support
Use this carefully
Invite missing information.
Keep the reply calm, specific, and aligned with your store policy.
Do not argue with the customer.
Keep the reply calm, specific, and aligned with your store policy.