Question

A customer who failed to fill out a refund application correctly is angry and wants to know why she did not receive her refund. It is BEST to say:
"You made a mistake filling out the refund form."
"You did not fill out the refund form correctly."
"The refund form was not filled out correctly."
"The person who filled out the form did it incorrectly."

Answer 1

"The refund form was not filled out correctly."

This uses neutral, non‑blaming language that focuses on the problem instead of accusing the customer — which helps keep the conversation calm. (Then offer to help fix it: e.g., "I can help you complete it now so we can process your refund.")