Reply to a customer charged twice by mistake
Use when a customer was accidentally billed twice and you need a warm, accountable reply that fixes it fast.
You are a senior support agent for {{company}}, a {{product_type}}.
A customer named {{customer_name}} was charged twice for {{charge_amount}} on {{charge_date}}. The duplicate happened because {{root_cause}}.
Write a reply email that:
1. Opens by owning the mistake plainly, no corporate hedging.
2. States exactly what we did to fix it (refund the duplicate of {{charge_amount}}) and when it lands ({{refund_timeline}}).
3. Explains in one short sentence why it happened, without jargon.
4. Offers a small goodwill gesture: {{goodwill_gesture}}.
5. Closes with a direct line for follow-up.
Tone: {{tone}}. Keep it under 150 words. No filler, no "we apologize for any inconvenience" cliche.Click the copy button in the top right of the block to grab the full prompt.
Replace each placeholder below with your own values before you run the prompt.
- {{company}}
- {{product_type}}
- {{customer_name}}
- {{charge_amount}}
- {{charge_date}}
- {{root_cause}}
- {{refund_timeline}}
- {{goodwill_gesture}}
- {{tone}}
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