wrong file refund response template

Wrong File Refund Response Template

Use this free refund response example to respond when the buyer says they bought the wrong file 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: Help with the wrong-file purchase Thanks for reaching out. Please send the order number, the file you intended to purchase, and whether the delivered files have been accessed. Because digital files can be copied after access, refund or exchange eligibility depends on the product policy and access status.

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.