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Reply to an angry refund request outside your policy

EasyPrompt (geteasyprompt.com)

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Overview

A short prompt from EasyPrompt's customer-service guide for a customer who wants a full refund the policy does not allow. You paste their message and fill in the policy, what you can actually offer, the goal, tone and length. The example is a day-41 order where only credit or an exchange is possible, and a person still decides any exception. Swap the example policy for your own, and remove the customer's personal details before you paste their message.

Use cases

Prompt
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This customer is angry and asking for a full refund. Write a reply.
CUSTOMER MESSAGE:
[paste it]
POLICY: Refunds allowed within 30 days. This order is on day 41 — outside the window. I can offer store credit or a replacement, not a cash refund.
GOAL: De-escalate, show I read their message, offer the two things I actually can do.
TONE: Calm, human, not defensive. Validate the frustration before mentioning policy. Never argue.
LENGTH: Short. Lead with empathy, end with a clear choice.

Can AI?

Alternatives

  • Calm an upset customer with a direct, fair replyThis prompt drafts a support reply to an upset customer from the facts you supply: what actually happened, what you can offer and what you cannot do. It opens by naming the customer's problem in their words, admits fault plainly when you were at fault, gives a concrete fix and date, and ends with one next step. It bans stock phrases, keeps chat replies under 150 words and email under 200, and also points out the sentence most likely to make the customer angrier.Customer support

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