Refund Policy Explanation
Explain a refund decision to one customer in plain words, saying what they get or don't, why, what happens next, with a respectful close.
- customer-support
- service
- operations
- beginner
The prompt
Write a reply explaining a refund decision to a customer in plain words, so they understand what they get, why, and what happens next. Use this: - Our refund policy, word for word: APPROVED REFUND POLICY - The customer's situation and what they asked for: CUSTOMER SCENARIO - The decision (full, partial, none or pending review) and any approved exception: REFUND DECISION - The channel and our tone: CHANNEL AND TONE Write: 1. A customer reply of 100-180 words, in this order: thank them and restate their request in one line; the decision in the first two sentences, with amount, method and timing if money is going back; why, in one or two everyday sentences that point to the policy without legal wording; next steps or any alternatives the policy allows, such as credit, an exchange or a repair; a respectful close that leaves the door open. 2. A softer and a firmer version of the decision sentence, for a customer who has already pushed back. 3. Optionally, an internal note of up to three lines: the policy clause applied, any exception and who approved it, and a follow-up date. No personal or payment details. Rules: - Never promise anything APPROVED REFUND POLICY or REFUND DECISION doesn't allow, and don't hint that pushing harder will change the answer. - Don't blame the customer; describe what happened, not what they did wrong. - If the decision is pending, say when they'll hear back instead of guessing the outcome.
Fill in the blanks
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Example
- APPROVED REFUND POLICY
- Full refund within 14 days of purchase. After 14 days, annual plans get account credit for unused whole months; no cash refunds.
- CUSTOMER SCENARIO
- Bought an annual plan on 2 September; asked on 10 October for a full refund because they no longer need it
- REFUND DECISION
- No cash refund; offer account credit for the 10 unused months
- CHANNEL AND TONE
- Email; friendly and plain, no corporate phrases
How to use it
- Fill in the blanks above, or paste the prompt into your AI chat and replace the words in capitals there. How blanks work
- Save it to your library to use it again. Your copy keeps the blanks, so next time you only fill them in.
- Use it where you chat. With the Save My Prompts extension, pick the prompt inside ChatGPT, Claude or Gemini and fill the blanks there.
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