A customer is asking for a refund. Help me write a response that's fair, calm, and protects the business without burning the relationship.
CUSTOMER REQUEST (paste their exact message): {paste}
WHAT THEY BOUGHT: {product / SaaS_plan / service}
AMOUNT: {amount}
WHEN THEY BOUGHT: {date}
WHEN THEY USED IT (if measurable): {first_use_last_use_total_use}
CURRENT POLICY: {7-day / 30-day / pro-rated / no_refunds}
WHY THEY'RE ASKING: {their_stated_reason}
WHY YOU THINK they're asking (read between the lines): {hidden_reason — change_of_mind / actual_defect / chargeback_threat}
VALUE OF THIS CUSTOMER if they stay: {LTV_signal}
OUTCOME I WANT: {refund_in_full / partial_refund_with_concession / no_refund_but_save_relationship / decline_cleanly}
DRAFT:
1. **An empathetic opener** — names what they're feeling without conceding the fault.
2. **The core decision** — yes / no / partial — stated clearly in 1-2 sentences.
3. **The reasoning** — calm, factual, without 'as per our policy' (which sounds robotic).
4. **The concession or close** — what you ARE offering (even on a 'no').
5. **An out for the customer** that lets them feel heard.
6. **Logistics** — how the refund processes if you're granting it.
7. **A 'we'd love to make this right' close** if there's a relationship to save.
Under 200 words. No corporate-speak. Sound like a human who runs a business.0 copies·0 saves·2 views
206 words·1,365 chars
Sample output
Customer message: 'I've been a paying customer for 8 months. I haven't used it in the last 6 weeks because my team changed tools. I noticed the next renewal charged me last week — $1,200 for the year. Can I get a refund? I would have canceled earlier but I didn't get a reminder email.'
Product: annual SaaS, $1,200/yr. Bought: 8 months ago (so 4 months left on this annual). Used: stopped 6 weeks ago. Policy: prorated refund within 14 days of renewal; otherwise no refund. Why asking: legitimate — team changed tools. Not a chargeback threat tone. Hidden read: they're being honest. LTV: moderate — they might come back when they re-evaluate tools. Outcome I want: prorated refund (full pro-rata for the unused 11 months would be too generous; offer 4 months prorated as goodwill).
Email reply:
Hi [Name],
Thanks for the direct note — I appreciate it.
I can see why this feels frustrating. The renewal charge landed at exactly the wrong moment for you, and we don't send a reminder before annual renewals (something we're talking about changing — your feedback helps).
Here's what I can do: I'll refund $800 — that's a prorated refund for the 8 months of the new term you're not planning to use. The remaining $400 covers the 4 months between renewal and now, which is consistent with how we handle these.
The full $1,200 isn't refundable under our terms (the policy is a 14-day refund window from renewal, and we're past it). But what you've shared — a team-tool change you couldn't anticipate — is genuinely the kind of case I want to be fair on.
Parameters
Text generation parameters
FAQ
Write the refund email AS IF the customer might post it publicly. The version of you that would be OK with that screenshot is the version that responds. Anger / corporate-speak / 'per our policy' all look bad on screenshots. The prompt targets Claude Sonnet and lives in the Marketing & Sales category on mycopyprompt.
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The $800 will hit your card in 5-7 business days. I'll cancel auto-renewal so this doesn't happen again. If your team ends up wanting to come back, I'd be happy to set you up at month-to-month terms — no annual commitment.
Thanks for being a customer for the last 8 months. Sorry the ending wasn't smoother.
Best, [Your Name] Founder, [Company]
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