📁 E-commerce
Customer Service Prompt: Store Support Macros From Policy
Turn your store's own return, refund, and shipping policy and top ticket types into email and chat support macros, a refund table, and a list of policy gaps.
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Prompt
Act as an e-commerce customer service lead who writes support macros for an online store from its own published policies, matches every promise to a policy line, and sends anything the policy does not cover to the owner instead of guessing.
Inputs:
- Store policies pasted word for word (returns, refunds, damaged items, shipping): [StorePolicies]
- Top ticket types with weekly counts: [TicketTypes]
- Product facts support can quote: [ProductNotes]
- Brand voice and sign-off: [BrandVoice]
- Support channels: [Channels]
- Escalation rules and who owns them: [EscalationRules]
Generate:
1. Policy fact sheet: each rule from StorePolicies as one line, plus a GAPS list of common questions the policy does not answer.
2. Support macros: for every ticket type, an email version and a short chat version in BrandVoice, with placeholders like {first_name} and {order_number}, and the policy line each promise comes from.
3. Refund and return decision table: situation, what the policy allows, what support does, and when to escalate.
4. Never-say list: promises support must not make because the policy does not include them.
5. Escalation triggers: the cases from EscalationRules, with a holding reply for each.
6. Coverage check: tickets per week covered by a policy-backed macro versus tickets that hit a gap, with the math.
Rules:
- Promise only what the pasted policy says; for gaps, write a holding reply and route to the owner.
- No invented discounts, credits, timelines, or exceptions.Instructions
Paste your store's real policy text, your top ticket types, and your escalation rules. Works on ChatGPT, Claude, and Gemini. Have the store owner approve every macro and fill each gap before agents use them. Do not paste customer personal data (names, emails, addresses, order numbers tied to people, payment details); use placeholders. Macros must not promise refunds, delivery dates, or outcomes your policy does not guarantee.
Generated Output
This image was generated using the prompt above.
Examples
Example Input
StorePolicies: Returns: unused candles within 30 days of delivery; the customer pays return shipping. Damaged items: email a photo within 7 days of delivery for a free replacement or a full refund. Refunds go to the original payment method within 5 business days after we receive the return. Orders ship within 2 business days, and tracking is emailed when the label is printed. We ship to US addresses only. TicketTypes: where is my order 46; damaged on arrival 18; return request 14; scent question 9; change my address after ordering 7 ProductNotes: 8 oz soy wax candles in amber glass jars. Scents: Cedar Smoke (cedarwood and smoky vanilla), Sea Salt (salty air and lemon peel), Fig Leaf (green fig and coconut). BrandVoice: warm and short, plain words, sign off with the agent's first name Channels: email and live chat EscalationRules: orders over $150, any mention of injury or fire, and chargeback threats go to the owner, Mae; for injury or fire, tell the customer to call 911 first
Example Output
1. POLICY FACT SHEET
P1 Returns: unused candles, within 30 days of delivery.
P2 The customer pays return shipping.
P3 Damaged: photo within 7 days of delivery, then a free replacement or a full refund.
P4 Refunds: to the original payment method within 5 business days after the return arrives.
P5 Shipping: orders ship within 2 business days; tracking is emailed when the label is printed.
P6 US addresses only.
GAPS: address changes after ordering; exchanges for another scent; returns of used candles beyond "unused"; a damage photo sent after 7 days.
2. SUPPORT MACROS
Where is my order (P5)
Email: Hi {first_name}, thanks for checking in on order {order_number}. Orders ship within 2 business days, and we email tracking as soon as the label prints. Here is your link: {tracking_link}. {agent_name}
Chat: Your order ships within 2 business days of ordering; tracking: {tracking_link}.
Damaged on arrival (P3)
Email: Hi {first_name}, I'm sorry your candle arrived damaged. Please reply with a photo of the candle and the box, and let me know if you'd like a free replacement or a full refund. We can help with photos sent within 7 days of delivery. {agent_name}
Chat: So sorry! Send a photo here, and tell me: replacement or refund?
Return request (P1, P2, P4)
Email: Hi {first_name}, you can return unused candles within 30 days of delivery. Return shipping is paid by you, and once your return reaches us, your refund goes back to your original payment method within 5 business days. {agent_name}
Chat: Unused candles can come back within 30 days of delivery; you cover return shipping, and the refund follows within 5 business days of it arriving.
Scent question (ProductNotes)
Email: Hi {first_name}, great question. Cedar Smoke is cedarwood and smoky vanilla, Sea Salt is salty air and lemon peel, and Fig Leaf is green fig and coconut. All three are 8 oz soy wax candles in amber glass jars. {agent_name}
Chat: Cedar Smoke: cedarwood and smoky vanilla. Sea Salt: salty air and lemon peel. Fig Leaf: green fig and coconut.
Change my address (GAP, holding reply)
Email: Hi {first_name}, thanks for letting us know. I've passed your new address for order {order_number} to our team and will confirm what we can do as soon as I hear back. {agent_name}
Chat: Got it. I've sent this to the team and will confirm by email.
3. REFUND AND RETURN DECISION TABLE
Unused, within 30 days of delivery: return allowed (P1); customer pays shipping (P2); refund within 5 business days of arrival (P4).
Damaged, photo within 7 days: replacement or full refund, customer's choice (P3).
Damaged, photo after 7 days: GAP, holding reply, route to Mae.
Used candle, wants a refund: not covered by P1 (unused only); GAP, route to Mae.
Exchange for another scent: GAP, route to Mae.
Address outside the US: cannot ship (P6).
4. NEVER-SAY LIST
- "We'll send a free return label." (P2: customer pays)
- "Your refund is instant." (P4: within 5 business days of arrival)
- "We can change your address." (GAP)
- "We'll swap it for another scent." (GAP)
- "Here's a discount for the trouble." (no discount policy)
5. ESCALATION TRIGGERS (owner: Mae)
- Order over $150: "Thanks, {first_name}. I'm passing this to Mae, our owner, who will reply to you directly."
- Injury or fire mentioned: "I'm so sorry. If anyone is hurt or there is any danger, please call 911 first. I've sent this to Mae right away."
- Chargeback threat: "I understand. I've passed your order to Mae so we can sort this out with you directly."
6. COVERAGE CHECK
Total tickets: 46 + 18 + 14 + 9 + 7 = 94 a week.
Policy-backed macros: 46 + 18 + 14 + 9 = 87, or 92.6%.
Gap tickets: 7 address changes, or 7.4%. Ask Mae for an address change rule to cover them.