AI Prompts for Replying to Customer Messages (Complaints, Refunds, Late Orders)
In short
- Set up your shop details once with the setup prompt, then use the situation prompts below.
- Decide what you'll offer first, then let AI find the words.
- Remove personal details before pasting a message into any AI tool.
- Read every reply before you send it.
Three rules before you start
- You make the decision, AI writes it. Refunds, replacements and discounts are your call. The prompts below ask you to fill in what you'll offer.
- Protect your customers' privacy. Delete names, addresses, emails, phone numbers and order numbers before you paste a message.
- Follow your platform's rules. Marketplaces have rules about how you talk to buyers, handle refunds and ask for reviews. Check your platform's current seller policies.
The setup prompt (use once per chat)
Paste this at the start of a new chat and fill in the brackets. After that, you only need the short prompts below.
Prompt: shop setup
You help me reply to customer messages for my online shop. About my shop: [what you sell, in one sentence] Platform: [Etsy / Shopify / Amazon / eBay / other] My tone: [for example: warm, short and professional] Sign-off: [your first name or shop name] Rules for every reply: - Keep it short: 3-6 sentences. - Never promise refunds, replacements, discounts or dates unless I tell you to. - Don't blame the customer, the courier or anyone else. - If you need information you don't have, write [ASK ME] instead of guessing.
Prompts for common situations
Replace everything in [brackets] before sending the prompt.
"Where is my order?" / late order
"Where is my order?" / late order
The customer's order is late. Here is their message (personal details removed): [paste message] What I know: [for example: shipped on 3 March, tracking shows it is in transit] What I can offer: [for example: nothing yet / reship if not arrived by a date] Write a calm, honest reply that shares what I know and the next step.
Damaged item
Damaged item
A customer received a damaged item. Their message: [paste message] What I will offer: [replacement / refund / partial refund] What I need from them: [for example: a photo of the damage] Write a reply that apologises once, explains the next step clearly and asks for what I need.
Wrong item or wrong variation
Wrong item or wrong variation
A customer received the wrong item or variation. Their message: [paste message] What I will do: [send the correct item / refund] Do they need to return the wrong one: [yes/no, and how] Write a short reply that owns the mistake and explains exactly what happens next.
Refund request outside my policy
Refund request outside my policy
A customer is asking for something my policy doesn't cover. Their message: [paste message] My policy says: [paste the relevant part] What I'm willing to offer instead, if anything: [for example: store credit / nothing] Write a kind reply that explains the policy without sounding defensive and offers the alternative if there is one.
Angry or upset customer
Angry or upset customer
This customer is upset. Their message: [paste message] Facts about the order: [what actually happened] What I can offer: [your decision] Write a reply that acknowledges their frustration in one sentence, answers their main point, and offers the next step. No long apologies, no arguing.
Custom order request
Custom order request
A customer is asking for a custom or personalised version. Their message: [paste message] Can I do it: [yes / no / partly] Price and time, if yes: [details] What I need from them: [for example: name, colour, size] Write a friendly reply that answers clearly and lists what I need from them as bullet points.
Thank-you after a kind message
Thank-you after a kind message
A customer sent a kind message. Here it is: [paste message] Write a short, warm thank-you (2-3 sentences) that sounds personal, not like a template.
Turn good replies into saved replies
When a reply works well, save it as a template in your platform's saved replies or in a simple document. Next time a similar message comes in, start from your saved reply instead of from zero, and use AI only to adjust it to the new situation.
Prompt: make a reusable template
Turn this reply into a reusable template for similar situations. Replace anything specific to this customer or order with clear [PLACEHOLDERS] in capital letters. [paste the reply you sent]
FAQ
Can I let AI answer customers automatically?
It's safer not to. Use AI to draft the reply, then read it, check the facts and send it yourself. You know the order, the customer and your own policies; the AI doesn't.
Is it safe to paste customer messages into an AI tool?
Remove personal details first: names, addresses, emails, phone numbers and order numbers. The AI doesn't need them to write a good reply.
What if the customer is asking for something against my shop policy?
Decide what you will offer first, then ask the AI to explain it kindly. Use the 'outside my policy' prompt in this guide and paste the relevant part of your policy.