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Reply calmly to an angry customer in minutes
Paste in a heated complaint and get a warm, firm reply that acknowledges the problem, explains what happens next and keeps the customer.
When to use it
Whenever a complaint makes your heart race
Step by step
Copy the complaint, minus personal details
Copy the customer's message and replace their name, order number and address with placeholders like [Customer] before you paste it anywhere.
Note the facts on your side
Jot down in a line or two what actually happened and what you can offer, such as a refund, replacement or call back.
Ask your AI assistant for a draft
Open ChatGPT, Claude or Gemini and paste this prompt with the complaint and your notes.
Prompt to copyYou are helping a small business reply to an upset customer. Here is their message: [paste complaint]. Here are the facts from our side: [what happened]. What we can offer: [refund / replacement / discount / call back]. Write a reply under 150 words that: 1) opens by acknowledging how they feel without grovelling, 2) takes responsibility for anything we got wrong, 3) explains clearly what we will do and by when, 4) ends with one easy next step for them. Tone: warm, calm, human, British English. Do not promise anything not listed in our offer. Then give me a shorter 2-sentence version for text or WhatsApp.Read it as the customer would
Check every promise is something you can keep, add their name back in, and send it from your usual inbox.
What you get
Hi [Customer], I'm really sorry your order arrived damaged, just before the weekend. That's not the standard we aim for. I've sent a replacement today by tracked delivery, so it should be with you by Thursday. If you'd prefer a full refund instead, just reply 'refund' and I'll sort it straight away.
Tips
- If you are still annoyed, wait ten minutes before sending, even with a good draft.
- Ask for two versions, one more formal and one more casual, and pick what fits your brand.