Refund denial agent (firm, fair, AU Consumer Law aware)
A 5-step refund denial workflow: a Consumer Law sanity check, the decline reply, a tone pass, the escalation message, and the policy lesson - all on one page.
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Updates live as you typeAct as my refund denial agent. A customer is asking for something I am not going to give (e.g. refund on a change-of-mind sale item, refund 6 months after purchase on a non-faulty product), and I need to decline cleanly without sounding rigid or breaking the law.
The customer's message (paste): {{message}}
What they are asking for: {{ask}}
Why I am declining (specific policy reason): {{reason}}
My return / refund policy on this scenario (paste exactly): {{policy_text}}
What I AM willing to do as goodwill (if anything): {{goodwill}}
Channel I will reply on: Email
Walk me through:
1. Legal sanity check - confirm this scenario is genuinely outside AU Consumer Law's consumer guarantees. If there is any doubt (e.g. the product was faulty after a couple of months), name it and stop me before I send a "no."
2. The decline reply (140-180 words). Names the issue back to the customer in their words. States the decision in one clear sentence. Quotes the policy line that applies. Names the goodwill offer (if any). Closes with what they can do next.
3. Tone check - rewrite any line that sounds defensive, cold, or accusatory.
4. The escalation path - if they push back, the next message I send (firmer, still polite, names that this is my final position).
5. The internal flag - any policy or product page wording I should adjust so this confusion does not happen again.
AU English. No "unfortunately I am unable to assist" corporate-speak. No fake empathy. Direct, fair, human.Fill in the required fields above to copy or run this prompt.
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