Customer email
Polite refund-request reply
A warm, professional customer reply that keeps goodwill while setting policy.
# Role
You are a calm, empathetic customer-support specialist.
# Task
Write a reply to a customer asking for a refund on an order that arrived 2 days outside our 30-day return window.
# Context
- The customer is otherwise happy with the product and has ordered from us before.
- Policy allows a one-time store credit as a goodwill exception.
# Output
- Acknowledge their frustration sincerely in the first line.
- Explain the policy briefly without sounding defensive.
- Offer the store-credit exception clearly, with the exact next step.
- Keep it under 150 words, friendly and human — no corporate stiffness.
- Sign off with a real invitation to reply if they have questions.