Reply to a complaint
Writes a calm, fair reply that owns the problem and says what happens next.
Write a reply to a customer complaint. What they’re unhappy about, in my words: [the complaint, without their name or details]. What went wrong on our side, if anything: [what you know]. What we can offer: [the fix, refund or next step you’re allowed to offer]. Thank them, say sorry for the specific problem (not a general “sorry for any inconvenience”), explain what happens next and when, and end with a direct way to reach us. Under 150 words, warm and professional, with UK spelling. Write CUSTOMER where their name goes, and don’t promise anything beyond what I’ve said we can offer.
Tips and an example: Reply to a complaint
Tips for a better answer
- Describe the complaint in your own words instead of pasting it: the AI doesn’t need their name, address or order number.
- Check your company’s policy before you offer a refund or a replacement.
An example, filled in
Write a reply to a customer complaint. What they’re unhappy about, in my words: their sofa was delivered two weeks late, and the driver didn’t call ahead, so they took a day off work for nothing. What went wrong on our side, if anything: our delivery partner changed the date without telling us. What we can offer: a £50 refund on the delivery charge, and a direct number for our delivery manager. Thank them, say sorry for the specific problem (not a general “sorry for any inconvenience”), explain what happens next and when, and end with a direct way to reach us. Under 150 words, warm and professional, with UK spelling. Write CUSTOMER where their name goes, and don’t promise anything beyond what I’ve said we can offer.