The line that matters most here is checking for a hidden defect claim before you enforce the window: a customer who says “it doesn’t do what I thought” might actually mean a broken feature, and refusing a refund on that basis will escalate fast. When policy genuinely applies, a concrete alternative gets a better outcome than a bare no.
Support
Reply to a WooCommerce refund request that falls outside policy
A scenario prompt for declining a refund that's past your policy window without sounding robotic, while still offering a real alternative.
Works with Claude / GPT1,850 uses★ 4.5
The prompt
support-refund-request-outside-policy
A customer emails your WooCommerce store's support inbox: "Hi, I bought the Advanced Reports extension on your site 47 days ago. It doesn't do what I thought it would, and I'd like a full refund please." YOUR POLICY: [refunds only within 14 days of purchase, no exceptions stated on the product page at checkout] Write the reply, as the support lead handling billing disputes. Requirements: - Open by naming the specific product and purchase date back to them, so it's clear someone actually looked at the order, not a form letter. - State the policy plainly, including the actual day count difference (47 days vs a 14-day window), without being smug about it or hiding the number. - Before applying the policy, check the message for a signal that this is actually a product defect or a broken feature. If it is, treat it as a support issue first, since a customer shouldn't pay for something that never worked, and the refund clock stops mattering. - If the policy genuinely applies, don't say a flat no. Offer one concrete alternative: store credit, a discount on a better-fit product, or hands-on setup help to get value from what they already bought. - Keep it under 120 words. No links to a generic terms-of-service page as the entire answer. Replace the customer message, purchase date, and policy details with your actual situation before running this.