How I handled telling a customer the return window had passed

Yesterday a customer asked for a refund.

The return window was already over.

I knew she would be upset.

So I started with empathy.

I said, “I wish I had better news.”

Then I explained the policy clearly.

I did not just say no.

I offered a store credit instead.

I said, “Here is what I can do instead.”

She still sighed and said it was unfair.

I replied, “I know that is frustrating.”

I stayed calm and friendly.