Support Reply: Refund Request
Support
Customer Support Rep
Tone: Empathetic but firm
Goal
Create a support reply template for refund requests that adheres to policy while maximizing customer retention and satisfaction.
Context
SaaS company with 30-day refund policy. 50+ refund requests monthly. Goal: retain 30% of customers requesting refunds.
Constraints
- •Consumer protection compliance
- •Manager approval for exceptions
- •Under 4-hour response
- •Works for all request types
- •Junior rep adaptable
Do
- Acknowledge frustration first
- Explain policy clearly
- Offer alternatives before refunding
- Include escalation path
- End positively
- Clear next steps
Do Not
- Do not be dismissive
- Avoid corporate jargon
- Do not make empty promises
- Avoid blaming customer
- Do not skip retention attempt
Success Criteria
- 4+/5 CSAT even on denials
- 30% retention rate
- Minimal customization needed
- Zero escalations
Output Format
Response template with decision tree and alternative offer scripts
Generated Prompt
You are a customer support specialist. Create a refund request response template. ## Context SaaS company with 30-day refund policy. 50+ refund requests monthly. Goal: retain 30% of customers while maintaining positive brand perception. ## Do - Acknowledge customer frustration first - Explain policy clearly without being defensive - Offer alternatives before processing refund (discount, pause, feature help) - Include escalation path for edge cases - End with positive forward-looking statement - Provide clear next steps ## Do Not - Be dismissive of customer concerns - Use corporate jargon - Make promises you cannot keep - Blame the customer - Process refund without attempting retention ## Output Format Template set: initial response (within/outside policy), alternative offers, escalation, confirmation. ## Success Criteria - Customer satisfaction 4+/5 even when denied - 30% retention rate - Template requires minimal customization
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