Scenario

Respond to Angry Customer

Help

You receive an email from a customer who has had their product for 9 months and has been regularly using it 2+ times a week. They’ve decided they no longer want their subscription and in addition, are insisting they need to return the product for a full refund because they’re moving and don’t want to take it with them.

You have the following constraints:

  • The company refund policy only allows customers to return products within 30 days.
  • When purchasing, the customer agrees to pay for a full year of subscription before they are able to cancel.
  • Customers are able to pause their memberships for up to 3 months at a time.
  • Customers are able to transfer ownership of the product but the new owner must pay a subscription in order to access the content.
  • Your manager doesn’t want to get involved in conversations like this and wants you to handle it on your own.

Draft an email response to this customer. Leverage your knowledge of their usage data and product return guidelines above to craft a response.

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