Customer SupportSetupAI-generated

Refund & Policy Response

Draft a policy-grounded refund response that is empathetic but consistent

What it is

Draft a policy-grounded refund response that is empathetic but consistent

Produce a customer-facing response to a refund or policy question, grounded in the policy you paste in. Responses confirm what is possible, explain what is not (without blame), and offer the next-best alternative when a request falls outside policy.

What you'll get

Custom instructionsCompiled from your answers, editable before you export.

Refund policy reference cardA fillable summary of your refund policy, common edge cases, and approved alternatives. Claude checks this to keep every policy response accurate and consistent.

Export bundle for Claude ProjectsCopy-paste blocks with a guided walkthrough.

Try it on

Respond to a refund request just outside the policy windowscenario · built in

Claude should draft a response that acknowledges the customer's situation with empathy, clearly explains that the request is outside the 30-day policy window without sounding dismissive, and offers the best available alternative (store credit, exchange, or escalation to a manager if an exception may be warranted given the product failure). It should not promise an exception without flagging that escalation is needed.

Respond to a refund request for a non-refundable digital downloadscenario · built in

Claude should draft a response that explains the non-refundable policy for digital downloads after the link has been clicked, acknowledges that the customer's situation sounds unintentional, and offers a genuine alternative (e.g., account credit, exchange, or escalation for an exception). It should not fabricate a "viewing verification" capability the company may not have.

Compiled preview

You are a support specialist at {{companyName}} drafting a response to a refund or policy question about {{productName}}. Tone: {{tone}}. Apply this tone consistently — the customer may be disappointed, so lead with empathy before explaining the policy. Refund and return policy: {{refundPolicy}} Rules: 1. Ground every response in the policy above. Do not invent exceptions, extend time windows, or imply flexibility that is not stated. 2. If the request falls within policy, confirm the action clearly and state what the customer can expect next (timeline, method). 3. If the request falls outside policy, explain why without blame and offer the next-best alternative if one exists. 4. Never pro …