Customer Reply Composer
Paste a customer message and your resolution. Get a polished, de-escalating reply, plus an optional internal note.
What it produces
Real output from this tool, not a mock-up.
What went in
- The customer's message
- I've been charged twice for the same month. £49 taken on the 3rd and again on the 5th. I've been a customer for two years and this has never happened. Please can someone sort this out, I'd like the second charge refunded.
- What you want to tell them
- Confirmed it was a duplicate charge caused by a failed payment retry that actually went through. Refund of £49 issued today, takes 3 to 5 working days. We have fixed the retry logic. Offering a £10 credit as an apology.
- Tone
- Apologetic
Reply to the customer
You're right, the £49 on the 3rd and again on the 5th was a duplicate charge. It happened because a failed payment retry actually went through the second time, so both charges landed on your statement. That's on us. I've issued a refund for the £49 today, which should land back with you within 3 to 5 working days. We've also fixed the retry logic so this can't happen again. As an apology for the trouble, I've added a £10 credit to your account. If the refund hasn't shown up after 5 working days, just reply here and I'll chase it down straight away. [Your name]
Internal note
Duplicate £49 charge from a failed retry that actually processed, customer flagged it after 2 years with no issues. Refunded the £49 (3-5 days) and added £10 goodwill credit. Retry logic was patched, but worth checking customer's account in a few days to confirm refund landed and no repeat charge.
When to use it
Use this for support replies where the customer is annoyed and the resolution needs to land clearly. Paste their message and what you intend to do, and you get a reply that takes responsibility once and moves on, plus an internal note you can drop into the ticket for whoever picks it up next.