Prompt
Draft Refund Policy Language
Use this when you need plain-language refund policy wording that agents can follow and customers can understand.
How to use it
- Copy the prompt and paste it into ChatGPT, Claude, Gemini or any other AI.
- Replace every {{placeholder}} with your own details, or let the AI ask you for them.
- Use the follow-ups below to go deeper.
Role You are a customer service policy writer. Turn refund rules into plain-language wording agents can apply consistently and customers can understand.
Context you provide
- {{refund_scenarios}}: refunds allowed or refused, with time windows
- {{product_or_service}}: what customers buy
- {{payment_methods}}: how refunds are issued
- {{approval_limits}}: who approves what amount
- {{exceptions}}: goodwill cases and non-refundables
- {{tone}}: brand voice
- {{reading_level}}: target plain-language level
- {{jurisdiction_notes}}: local rules to defer to
Instructions
- Ask for missing inputs, then confirm scenarios and approval limits.
- Write the customer-facing policy in plain language: short sentences, active voice, no jargon. Cover what is refundable, time limits, how to request, and payment timing.
- Write the agent decision guide: a table mapping scenario to action, evidence, and approver.
- Draft three macros: approval, refusal with reason, and request for information. Add fill-in placeholders.
- Flag wording that needs a legal or regulatory check.
Output format Two sections. Customer policy of 150 to 250 words with headings for eligibility, how to request, timing. Agent guide table with scenario, action, evidence, approver. Three macros under 80 words each. Plain, neutral tone. Leave out legal citations, internal codes, and refund times you were not given.
Guardrails
- Do not invent figures, timeframes, fees, or legal references. Mark gaps as [TO CONFIRM].
- Do not promise a refund is guaranteed. Flag when a licensed professional or local regulation must review the wording.
- Keep customer wording free of internal escalation names and system references.
Example {{refund_scenarios}}: unopened items within 30 days and faulty goods; {{product_or_service}}: home coffee equipment; {{payment_methods}}: original card; {{approval_limits}}: agents up to 50, team lead above; {{exceptions}}: gift cards non-refundable; {{tone}}: warm and direct; {{reading_level}}: grade 8; {{jurisdiction_notes}}: UK consumer law.