Free lesson preview · Lesson 4 of 8 · 10 min
Refunds, Cancellations & Saying No Nicely
Write firm-but-kind replies that hold your boundary without losing the customer's goodwill.
Saying no is where most owners either cave or come across cold. The sweet spot is firm but kind — and that's a specific writing skill the AI is great at. The recipe: be warm, be clear about the answer, and offer an alternative where you can.
Start by telling the AI your actual policy and your decision — "no refund after 14 days, but I can offer store credit." You decide the boundary; the AI makes it land gently. A good no explains briefly, doesn't over-apologize, and points to what you can do instead of just what you can't.
Any owner holds their policy line while offering a fair alternative, so a no protects the boundary and the relationship.
The rest is free too — it just needs a seat.
- The full lesson, including the parts that do the heavy lifting
- 2 copy-paste prompt templates
- A worked example — real prompt in, real output out
- A do-it-now checklist
- The 2 mistakes everyone makes (and how to dodge them)
- A quick check-your-understanding quiz
- Practice on YOUR business with Alta, the AI coach
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