=== REFUND RESPONSE === Refund status: Denied, with support alternative Recommended tone: Warm, professional, firm but polite Customer-facing reply: Hi [Customer Name], Thank you for reaching out. I’m sorry the product was not what you expected. Because this is a digital product and the file has already been delivered, I’m not able to issue a refund under our digital product policy. However, I’d be happy to help you use the product successfully. If you let me know what part caused difficulty, I can provide troubleshooting steps, usage guidance, or a replacement file if there was a technical issue. Thank you for understanding. Best, [Name] Policy wording: Because this is a digital product and the file has already been delivered, refunds are not available under our digital product policy. Alternative solution: Offer troubleshooting, usage guidance, or a replacement file if the file is defective. Internal notes: Verify the file was actually delivered or accessed before sending. Risk check: Do not mention private order details in public. If the platform has its own refund rules, review them before sending.