Acknowledge the specific issue
Begin with the problem the customer actually reported. Avoid opening with a long apology or a generic paragraph that could belong in any ticket. If payment failed, talk about that payment attempt before explaining unrelated billing features.
Give the writer verified facts
Paste the customer’s message as the source. Use the facts field for the checks you have completed and any approved next steps. The AI cannot inspect orders, payments, server logs or account settings by itself.
Never include passwords, private keys or full payment details. Replace information that is unnecessary for the wording with a neutral description.
Verified: no successful payment is visible in the order. Next step: ask for the transaction reference and error message. Do not claim that a refund has been initiated.
Choose the channel and tone
Email may need a greeting and closing. A chat response should usually be shorter. Support tickets benefit from clearly separated observations and instructions.
Use clear and polite as a starting point. Humor that works in a tagline can feel dismissive when someone is reporting a service problem.
Finish with a concrete next step
Ask for the smallest set of information needed to move the case forward. If you need a screenshot, specify what it should show and remind the customer to hide sensitive details.
Before sending, verify every claim about actions taken, timelines, credits and refunds. Keep “we will investigate” distinct from “we have fixed it.”
Before you use the output
- Issue acknowledged
- Verified facts separated from assumptions
- No invented resolution
- Necessary next step only
- Tone fits the customer’s situation