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How to Decline Refunds by Email
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In order to decline refunds effectively, you need either:
A clear refund clause in your Terms and Conditions agreement (T&C), or
A separate Return and Refund Policy
(1) Link to https://termsfeed.com/blog/sample-terms-and-conditions-template/
(2) Link to https://termsfeed.com/return-refund-policy/
If you sell consumer goods, have a separate Return and Refund Policy to help your terms stand out.
If the nature of your business doesn’t call for frequent returns or refund requests, including a refund policy clause in your T&C and skipping a separate policy is adequate.
If you allow refunds on some items but not others, make this clear.
Also note if you give only partial refunds or keep restocking fees.
If you offer refunds, make it easy for users to figure out how to make a refund request.
Your terms of your refunds and returns are up to you, but communicate them clearly.
Then, you will be better able to enforce them, including when you decline a refund request.
Declining a Refund by Email
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Use company letterhead or signatures to remain professional and official
Be firm but courteous. Let customers know you understand their frustration and request, but that your refund policy doesn’t allow a refund in their situation.
Be concise and specific. Let customers know exactly why you can’t issue a refund. Don’t just say no.
Reference your refund policy so a customer knows that you have a policy backing your decision.
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Having a clear refund policy in place and being courteous and concise in your emails declining refunds can help keep your customers happy even when you don’t allow a refund.
