Polite refund or request denial that keeps loyalty

Say no to a refund or policy-exception request clearly and kindly, explain the reason, and offer real alternatives so the customer feels respected.

Change note: Initial version

Prompt

Write a reply declining a customer's request, while keeping the relationship intact.

Company: {{company}}
Customer's request and message:
{{request}}

The policy that applies (the real reason for the no): {{policy}}
Alternatives I can genuinely offer: {{alternatives}}
Is an exception or escalation possible? {{exception}}

Rules:
- Give the answer in the first two sentences. Do not bury the no beneath apologies or soften it until it sounds like a maybe.
- Explain the reason in plain language, once, without hiding behind "policy says". Explain what the policy protects or why it exists, if that is truthful.
- Acknowledge what the customer experienced and why the request is reasonable from their point of view.
- Offer the alternatives as concrete next steps. Do not mention an alternative that is not listed.
- If an exception or escalation is possible, explain how to request it; if not, do not hint that it is.
- Tone: {{tone}}. No blame, no sarcasm, no lecturing. Under {{max_words}} words.

Output the reply, then a one-sentence note on how likely this is to cause a follow-up complaint, and why.

Variables

• {{company}}Companytextrequired

  Default: Brightloop

• {{request}}Customer requestlongrequired

  Default: I forgot to cancel and was charged for the annual plan 3 weeks ago. I haven't used it since. Please refund me, $288.

  Paste what the customer asked

• {{policy}}Applicable policytextrequired

  Default: Annual plans can be refunded within 14 days of purchase or renewal. We email a renewal reminder 7 days before billing.

• {{alternatives}}Alternativestextrequired

  Default: Downgrade to monthly billing; switch to Free plan; credit of one month toward a future subscription

• {{exception}}Exception possible?textrequired

  Default: No exceptions on refunds; billing manager can review cases involving a failed reminder email

• {{tone}}Tonetextrequired

  Default: Kind, honest, straightforward

• {{max_words}}Max wordsnumberrequired

  Default: 160

Example output

Hi Sam,

I'm sorry, but I can't refund the annual plan. It was renewed three weeks ago, and refunds are available for 14 days after renewal.

I understand how frustrating it is to be charged $288 for something you aren't using, especially when it was easy to forget. The window exists so that we can cover the cost of the year's service once it's started, and we send a reminder email 7 days before renewal.

Here's what I can do for you right now: switch you to monthly billing so this doesn't happen again, move you to the Free plan so you aren't paying for unused seats, or add a one-month credit toward a future subscription.

If you didn't receive our reminder email, tell me and I'll ask our billing manager to review your case.

Dana

**Follow-up risk:** Medium. The customer may push back, but the reminder-email route gives them a legitimate path.

Notes

Putting the answer in the first two sentences respects the customer's time, and listing only genuine alternatives avoids false hope. Always include the real review route if there is one.