Customer Service Prompts

Browse 35 ready-to-use prompts for customer service

Refund Request

35 prompts

Popular

Prompts for handling refund and return requests

Standard Refund Acceptance

5 prompts

Quick, conflict-free refund confirmation

Refund Acceptance Within Policy Period

Quick, conflict-free refund confirmation for requests within return policy

Refund Acceptance for Defect/Malfunction

Refund confirmation when product is defective or damaged

Partial Refund Acceptance (e.g., excluding shipping)

Confirmation of partial refund with explanation of scope

Refund Acceptance with Exchange Offer

Refund confirmation with additional product exchange proposal

Refund Acceptance with Transfer Timeline

Refund confirmation with precise processing time indication

Refund Rejection - Formal Reasons

5 prompts

Polite but clear rejection with stated reason

Refund Rejection Due to Exceeded Time Window

Refund denial when policy deadline has passed

Refund Rejection Due to Product Misuse/Wear

Refund denial when product was improperly used or is worn

Refund Rejection Due to Missing Proof of Purchase

Refund denial when purchase documentation is missing

Refund Rejection for Products Excluded from Right of Withdrawal

Refund denial for digital products, personalized items, etc.

Refund Rejection After Full Service Consumption

Refund denial for fully consumed SaaS/subscription services

Refund Rejection + Alternative Proposal

5 prompts

Protect revenue, reduce escalations

Refund Rejection with Extended Trial Period Offer

Refund denial with offer of longer product/service testing

Refund Rejection with Product Exchange Offer

Money refund denial with offer to exchange for another product

Refund Rejection with Discount Code for Future Purchases

Refund denial with discount offer for future orders

Refund Rejection with Partial Store Credit Offer

Cash refund denial with store credit offer

Refund Rejection with Free Consultation/Support Offer

Refund denial with technical support or onboarding offer

Information Clarification Before Decision

5 prompts

Extract missing data from customer without deflecting the problem

Request for Additional Photos/Damage Documentation

Request for visual documentation of problem before making decision

Request for Order Number/Payment Details

Request for transaction identification data

Request for Purchase/Receipt Date Confirmation

Request for date verification to check return period

Request for Functional Problem Explanation

Request for technical issue details before refund

Request for Preferred Resolution Method

Request to choose between refund, exchange, or credit

Partial/Custom Refund

5 prompts

Limit losses while maintaining goodwill gesture

Partial Refund Due to Partial Product Usage

Proportional refund for unused portion

Product Cost Refund Only (Excluding Shipping)

Product value refund excluding delivery costs

Refund for Part of Order (1 of Multiple Products)

Refund for selected product from larger order

Conditional Refund After Product Return Within Timeframe

Refund contingent on timely product return

Refund as One-Time Exception (Goodwill)

Goodwill refund outside standard policy

Fraud/Refund Abuse

5 prompts

Protect company without escalating without evidence

Response to Suspected Abuse (Soft, No Accusations)

Cautious communication for multiple returns without direct accusations

Refund Rejection When Returned Item Not Received at Warehouse

Response when declared return hasn't arrived at warehouse

Response to Discrepancy Between Claim and Return Condition

Message when physical return condition doesn't match customer description

Notice of Escalation to Further Verification

Information about escalation to verification team (chargeback/dispute)

Response to Chargeback/Negative Review Threats Without Grounds

Professional response to threats when refund denial is justified