Reply to an angry customer complaint

Draft a calm, specific reply to an upset customer that acknowledges the problem, takes the right amount of responsibility and offers a clear fix.

The prompt

Help me reply to an upset customer. I run [BUSINESS NAME], a [TYPE OF BUSINESS].

Their message:
[PASTE MESSAGE]

What actually happened, from our side: [FACTS]
What I am willing to offer: [e.g. redo the work, partial refund of $X, discount on next order, nothing beyond an apology]
Anything I cannot agree to: [LIMITS]

Write a reply that:
1. Opens by acknowledging their specific frustration (not "we apologize for any inconvenience").
2. Takes responsibility for what we got wrong, without admitting to things that did not happen.
3. Explains briefly what went wrong, only if it helps them.
4. States the fix and the next step with a date.
5. Is under 170 words and sounds like a real person.
Then give me a one-line version I could use if I call them instead.

Replace every [BRACKETED] part with your own details before sending.

How to use it

Example

Hi Marcus, you waited two hours past your appointment window with no call from us, and that is not okay. That one is on us: our scheduling ran late and nobody updated you. ...

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• Announce a price increase

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• Build a library of saved replies

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