A firm answer without a fight

You manage a small venue. A customer bought a ticket for yesterday’s event but arrived today. The published ticket terms say that missed events are non-refundable. The customer is angry and demands a refund.

In The Customer Is Not Always Right, you need to remain courteous without pretending the policy says something it doesn’t.

1. Acknowledge the frustration. Write one sentence showing that you understand why the customer is upset, without agreeing that the venue is at fault.
2. Explain the boundary. State the relevant policy simply, without lecturing or blaming the customer.
3. Offer a realistic next step. Suggest checking whether any goodwill option is available, without promising one.

Extra challenge: The customer repeats the threat in the highlighted sentence. Write a calm response that makes respectful communication a condition for continuing the discussion.

Assume the venue has made no booking error. The task is about communication, not deciding the customer’s legal entitlement.