Module 5 · Quality and growth Lesson 13 of 15

Refunds, policy and the hard call

Worked example

"I can arrange a replacement, not a refund, under the 30-day rule - but I can ship it today at no cost" is a real option offered clearly.

Your practice task

Take one refund policy and practise two answers: one where you can help and one where you cannot.

Do this before moving on. Reading a solution teaches the shape of it; typing it teaches you.

Key takeaway

Policy calls are where tone and judgement meet. Explain the rule in plain words, offer whatever you honestly can, and never promise an exception you cannot deliver.

Almost there

15 lessons left of 15

Finish every lesson to unlock the certificate. Each one ends in a practice task — do them and the final project brief writes itself.

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