---
name: refund-request-reply
description: "Paste the customer's message and your policy; get a reply that follows the policy and keeps the customer. Use when the user wants help with Refund Request Reply. Related topics: Small Business, Customer Service, Email."
---

# Refund Request Reply

Paste the customer's message and your policy; get a reply that follows the policy and keeps the customer.

## How to use this skill

1. Ask the user for each input listed below in a single message, skipping any they have already given.
2. Where options are listed, offer them, but accept other answers too.
3. Fill the answers into the prompt template, then follow the completed prompt to produce the result.

## Inputs

- **paste their message** (longer free text)
- **Our policy, as written** (longer free text)
- **What I want to do here** (choose one: give the full refund, offer an exchange or credit instead, say no and explain why, ask a question before I decide)
- **They are a regular** (choose one: Yes, No)

## Prompt template

A customer sent this:

{{paste their message}}

Our policy, as written: {{Our policy, as written}}

What I want to do here: {{What I want to do here}}

They are a regular: {{They are a regular}}

Write the reply. State the decision in the first two sentences, then the reason, then the next step with any dates or reference numbers they need. If I am saying no, make sure the no is still a no after you have made it polite. Keep it to one screen on a phone.

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Source: [Refund Request Reply on PromptBuild](https://promptbuild.io/prompt/4RvMzDeTtE6DkBxsR2fI/refund-request-reply)