Saying no to a discount doesn't have to feel like a door closing. This template declines warmly, reminds the customer what they're getting, and points them to a real alternative so the conversation stays positive.
About your pricing question
Hi [first name], Thanks for asking, and I appreciate you being upfront about budget. I'm not able to drop the price on [product/plan] right now. We keep it where it is so we can keep [the value, e.g. fast support, regular updates, the quality you'd expect] consistent for everyone, rather than running it down to win a sale. That said, I don't want price to be the thing that stops you. A couple of options: switching to [annual billing] brings the effective cost down by [amount/percent], and our referral credit gives you [reward] for anyone you send our way. Would either of those work for you? Happy to set it up. Best, [Your name] [Company]
A customer asks for a discount you can't or won't offer
You want to decline without sounding cold or dismissive
You have a real alternative like annual billing or referral credit to point to
Acknowledge the ask warmly before you say no
Explain why the price holds in terms of value, not policy
Offer a genuine alternative so they leave with an option, not a rejection
End with a question so the conversation stays open
Selvo's AI agent learns your help center and answers questions like this one automatically, citing its sources and handing off to a human when it isn't sure. You keep the templates for the replies that still need you.
See how Selvo AI Agent worksA refund email should remove every ounce of doubt: how much, back to where, and when. This template confirms all three and leaves the customer feeling taken care of rather than processed.
When someone asks to return an item, they want one thing: a clear yes and the steps to do it. This template confirms eligibility, hands over the label, and tells them exactly what happens to their money.
An exchange should feel like an easy swap, not a second purchase. This template confirms the new item, explains how the exchange works, and tells the customer when their replacement will arrive.
A customer who opened a damaged box is already let down, so the reply has to fix it fast, not interrogate them. This template apologizes, offers an immediate replacement or refund, and keeps the only ask (a quick photo) as light as possible.
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