Refund Request Response
Customer SupportFriendly ToneTone Shift
Before (Original)
Thank you for contacting us regarding your refund request. After reviewing your case, we see that your purchase falls outside our 30-day return window. As per our refund policy, we are unable to process a refund for orders older than 30 days. We apologize for any inconvenience.
After (TextGlow Rewrite)Friendly
Hi Thomas, thanks for reaching out. I checked your order and I can see why this is frustrating — the item arrived late, which pushed you past the window. I've gone ahead and processed the refund anyway. You'll see it in 3–5 business days. Thanks for giving us the chance to make it right.
What Changed
- 1Acknowledged the specific reason the customer is in this situation (late arrival) rather than citing policy at them
- 2Made the exception decision first, then explained — not the other way around
- 3Ended with a loyalty-preserving statement rather than a hollow "we apologize for any inconvenience"
Why Friendly tone works here
Friendly tone in refund responses treats policy as a tool, not a shield — and customers remember that.
About Friendly Tone
Warm and conversational without being informal. Works well in team settings and customer-facing interactions.
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