Customer Support
E-commerce Customer Reply
Answer an order, shipping or product question with a clear next step and the policy you actually have.
The Prompt
ecommerce-customer-reply.md
Write a customer reply for a store inbox. Channel: {{channel}} Customer message: {{message}} Order facts I know: {{order}} Policy I must follow: {{policy}} What I can offer: {{offer}} Write: - A reply that acknowledges the specific issue - The fact from {{order}} that matters - The next step and who does it (us / them / carrier) - If I cannot do what they asked, say so and offer {{offer}} or the closest allowed option Tone: warm, short, no "as per our policy" without stating the policy in plain language. Under 140 words unless the case is complex.
Negative prompt
Included when you copy the prompt
Do not invent tracking updates, refunds, or exceptions outside {{offer}} and {{policy}}. Do not use empty phrases like "as per our policy" without stating the rule in plain language. Do not blame the customer, carrier, or warehouse in a defensive way. Do not dump internal ticket IDs or warehouse jargon. Do not write long template essays - stay under ~140 words unless the case is complex. Do not promise delivery dates you cannot guarantee.
Fill in your details below - this prompt updates as you type, then copy it.
Fill in your details
0 of 5 filled. Preview updates as you type - then copy the finished prompt (negative prompt included when present).
ecommerce-customer-reply.md
Prompt preview
Write a customer reply for a store inbox. Channel: {{channel}} Customer message: {{message}} Order facts I know: {{order}} Policy I must follow: {{policy}} What I can offer: {{offer}} Write: - A reply that acknowledges the specific issue - The fact from {{order}} that matters - The next step and who does it (us / them / carrier) - If I cannot do what they asked, say so and offer {{offer}} or the closest allowed option Tone: warm, short, no "as per our policy" without stating the policy in plain language. Under 140 words unless the case is complex.
Examples
Example input
Channel: email Customer message: "Order #48219 - the ceramic mug arrived cracked. I want a new one by Friday." Order facts: Order #48219; mug SKU CM-BLUE; delivered Tue; photo attached shows base crack; replacement stock in warehouse (ships in 1 business day); cannot control carrier Friday ETA. Policy: 30-day breakage replacement if photo provided; refund also OK. Offer: Free replacement ship now, or full refund; cannot guarantee Friday delivery.
What you should get
Hi Sam - sorry the CM-BLUE mug arrived cracked; thanks for the photo on order #48219. I can send a free replacement today (usually leaves our warehouse next business day) or refund the mug in full. I can't guarantee delivery by Friday once it's with the carrier. Reply "replace" or "refund" and I'll action it the same day.
When to use this prompt
Use it when
- You need help with support teams.
- You need help with store owners.
Skip it when
- You only need a one-line ask with no constraints, format, or context.
- You cannot supply the fill-in details the template asks for.
- A different category or tool-specific workflow fits the job better.
How to get a good result
Done when
Hi Sam - sorry the CM-BLUE mug arrived cracked; thanks for the photo on order #48219. I can send a free replacement today (usually leaves our warehouse next business day) or refund the mug in full. I can't guarantee delivery by Friday once it's with the carrier. Reply "replace" or "refund" and I'll action it the same day.
Common mistakes
- Leaving channel, message, order vague - the model then invents placeholders.
- Asking ChatGPT, Claude, or Gemini for a shorter answer after a long structured prompt - that throws away the format rules.
- Stopping when the first draft appears instead of checking it against the success criteria below.
FAQ
- What do I fill in before I copy this prompt?
- Replace these placeholders with your details: channel, message, order, policy, offer. Required fields are marked on the page. The prompt text updates as you type.
- Which AI tools is this prompt written for?
- It works best with ChatGPT, Claude, Gemini. Copy the filled prompt and paste it into the tool you already use.
- What should a good result look like?
- Hi Sam - sorry the CM-BLUE mug arrived cracked; thanks for the photo on order #48219. I can send a free replacement today (usually leaves our warehouse next business day) or refund the mug in full. I can't guarantee delivery by Friday once it's with the carrier. Reply "replace" or "refund" and I'll action it the same day.
- What are common mistakes with this prompt?
- Leaving channel, message, order vague - the model then invents placeholders. Asking ChatGPT, Claude, or Gemini for a shorter answer after a long structured prompt - that throws away the format rules. Stopping when the first draft appears instead of checking it against the success criteria below.
Best for
- Support teams
- Store owners
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