Customer Support · Beginner
Refund Decision Reply
Grant or refuse a refund in a way that reads as fair
When to use it
Every refund request, granted or refused. Use it when you want the decision to read as fair even when the answer is no.
Answer a refund request. Request: {{customer_message}} Policy: {{policy}} Decision: {{resolution}} Rules: - Decision first, always - If granting: state the amount, the method and when it arrives. No conditions added afterwards. - If refusing: give the specific rule and the date/fact it turns on, plus anything we CAN do - Never make them ask twice - No lecture about the policy they should have read
Try it: fill the variables
Example
Inputs
- {{customer_message}} What the customer wrote
- I renewed for another year by accident. I only noticed today on my bank statement. Can I get my money back? I haven't used the app since.
- {{policy}} Rule you must stay inside
- Annual renewals refundable within 14 days; after that, pro-rated refunds only for unused months on request.
- {{resolution}} What you can actually offer
- Renewal was 9 days ago: full refund of €96 to the original card, 5–10 business days.
Output
Yes, you'll get the full €96 back. Your renewal was 9 days ago, within our 14-day window. The refund goes to the card you paid with and usually arrives within 5 to 10 business days, depending on your bank. Your account switches to the free plan today, and your data stays where it is. If you'd rather not renew automatically again, you can turn that off under Settings → Billing.
Why it works
Decision first means the customer reads the outcome before any explanation. Spelling out amount, method and timing for a yes prevents the 'when do I get it' follow-up, and anchoring a no to a specific rule and date makes it checkable, which customers accept more readily than a reference to policy.
More from this pack
- Reply to a TicketA straight answer to a support message, no service-desk theatre
- Say No Without Losing the CustomerRefuse a request clearly and offer the nearest real thing
- Apology for a Real FailureOwn a mistake without corporate fog
- Bug Report From a Vague TicketTurn a frustrated message into something engineering can act on
From the Global Prompt Library (TextDeck Community License 1.0), version 53723a8. GitHub
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