Refund requests are high-risk customer service messages because the answer depends on real policy, order status, and authority. This prompt makes ChatGPT check the facts first, then draft only what is safe to say.
Copy this prompt
Write a customer reply to a refund request.
Customer message:
[paste message after removing private details]
Refund request:
[full refund, partial refund, shipping refund, cancellation, credit, replacement, unclear]
Order or case status:
[delivered, delayed, lost, returned, cancelled, used, defective, unknown]
Policy source:
[paste the exact refund policy or write "not available"]
What we can offer:
[refund, replacement, credit, troubleshooting, escalation, or "not sure"]
What we cannot promise:
[policy limits, approval needed, missing status, legal or billing limit]
Customer emotion:
[angry, disappointed, confused, urgent, calm, unknown]
Rules:
- Do not decide refund eligibility unless the policy and status clearly support it.
- Do not invent policy, approval, timelines, fees, exceptions, or legal wording.
- If the policy is missing or conflicts with the case status, mark this for review.
- Answer the refund request directly before explaining.
- Keep the reply short and human.
- Include one clear next step.
Return:
1. Safe to answer now: yes, no, or needs review
2. Refund decision supported by the provided source
3. Customer reply under 120 words, only if safe
4. Missing fact or policy conflict
5. Human handoff note if needed
6. Sentence that could sound defensive or overpromising
Example input
Refund request: shipping refund
Order or case status: Delivered two days late
Policy source: Express shipping fees can be refunded when the carrier misses the promised window. Full order refunds require a lost package, return, or manager approval.
What we can offer: Refund express shipping fee and send tracking/delivery confirmation
What we cannot promise: Full order refund
Customer emotion: angry
What good output should include
- A direct answer to the refund request.
- The exact policy source used.
- No unsupported full-refund promise.
- A handoff note when authority is missing.
- A reply that sounds calm, not defensive.