Handling an Angry Customer
The hard part of a complaint is writing back while you are still feeling it. This drafts first so you have something to read over instead of firing off a reply. The results accept what should be accepted, offer a clear way forward, and stop short of conceding things that would leave the shop exposed.
What you provide: text · What you get back: text
What you get back
Built for both cases — when the shop was genuinely at fault, and when the customer has misunderstood.
- Three replies, from most conciliatory to a polite restatement of policy
- What to verify before replying: delivery records, order times, what was promised
- What not to commit to in a first message, since retracting it later escalates things
- Signals to stop handling it yourself and escalate — legal threats or safety issues
Why the verification list matters
Most damage comes not from replying slowly but from replying quickly without the facts and then having to reverse it in the next message. Checking two or three things first is usually what lets one reply end the matter.
The line it will not cross
It will not promise a refund, grant a discount, or admit fault on the shop's behalf — those are binding business decisions. It leaves a gap and tells you what to fill in, and you always press send.
What it costs
Billed by actual use — Points first, then Credits, with an estimate shown before you run it.