Customer service · Arthur translates
What can I ask when customer service says “outside policy”?
“A policy is more helpful when one can see it.” — Arthur
Original
“Unfortunately, this request falls outside our policy.”
Plain English
“Our standard return period has ended. Here is the policy we used and what options remain.”
What the wording leaves out
A company policy may explain its usual process, but the phrase alone does not explain the decision or the options available.
What to check
Ask for the relevant policy, the reason it applies to your case and any available alternative. Keep the reply in writing.
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