Hey  {first_name},

The two variations we use for our communication with customers seeking refund are based on whether or not they're eligible for a refund per the refund policy* for that purchase. Their are several key points in each case, but either way, these two key points are the same:
  1. The objective is to save the customer
  2. Fix the problem, not the blame
We want people to speak positively about us and our products, not "win" arguments. Four out of five dentists may agree the issue is with your customer, not you or your product.

Congratulations - maybe you can get one of those dentists to buy something. Whether you believe that fault lies with your customer, your product, or yourself, you should be able to honestly say

· you're sorry it wasn't a fit
· you'll do what you can to help

As customers ourselves, we're all so used to the fight or flight refund response that we often show up ready for that fight - so do our customers. Nothing defuses this faster than "I'm sorry. How can I help?"

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