Generate refund handling scripts with policy checks and customer retention strategies.
## Refund Request Handler Script Generate a refund handling script for [PRODUCT_SERVICE]: **Refund Policy:** [REFUND_POLICY] **Retention Offers:** [RETENTION_OFFERS] **Refund Limit Authority:** [AUTHORITY — agent up to $X / manager above $X] **Script Flow:** ### Step 1: Acknowledge and Empathize "I understand you'd like a refund, [NAME]. I'm sorry the experience didn't meet your expectations. Let me look into this for you right away." ### Step 2: Gather Information - Order/transaction ID - Reason for refund request - What resolution they're hoping for - Have they tried troubleshooting (if applicable) ### Step 3: Policy Check - Within refund window? [YES → Step 4A / NO → Step 4B] - Eligible product/service? Check exclusions - Previous refund history on this account ### Step 4A: Eligible Refund - Offer retention alternative first: [RETENTION_OFFER] - If customer declines retention: process refund - Explain refund timeline and method - Confirm refund details ### Step 4B: Outside Policy - Explain policy clearly and kindly - Offer alternatives: store credit, exchange, discount - If customer insists: escalation path to manager - Document the request regardless ### Step 5: Closure - Confirm resolution chosen - Provide reference number - Set expectation for processing time - Ask for feedback on the experience **Retention Scripts by Reason:** - Too expensive → offer discount or downgrade - Not using it → offer pause or training - Found alternative → highlight unique differentiators - Bad experience → offer service recovery + credit
Free to copy and use. Compatible with Claude 4 Opus, GPT-5, Llama 4.
Enter your refund policy in [REFUND_POLICY] and retention offers.
Initial release
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