Refund denial reply with a real alternative

A customer has asked for a refund I'm not going to approve, but I don't want to send a dead-end "no". I need a reply that explains the policy clearly, treats them like an adult, and offers a real next step.

Customer name: {{customer_name}}
Order ref + product: {{order_ref}} — {{product}}
What they're asking for: {{request}}
Why I'm saying no (in plain terms): {{denial_reason}}
The relevant policy clause: {{policy_clause}}
Genuine alternative I can offer: {{alternative}}
ACL angle (Australian Consumer Law): is this a major fault, minor fault, or change-of-mind? {{acl_category}}

Write a 150–180 word email.
- Subject: "Re: {{order_ref}} — let's find a way forward"
- Open: acknowledge their specific frustration, briefly.
- State clearly: refund isn't something I can offer in this case. No "unfortunately".
- Explain why in one short paragraph, plain English, no policy-speak. Reference the clause if it helps.
- For change-of-mind cases, note that refunds aren't required under Australian Consumer Law unless there's a fault.
- Offer the alternative in 2 bullets: what I CAN do.
- Close: invite a reply if the alternative doesn't work — willing to keep talking.
- Sign-off as {{your_name}}.

AU English. Firm and human. No "as per our policy".