Faulty product apology + replacement reply
A specific apology for a genuinely faulty product. Names the fault back, offers a clear next step, and keeps the customer.
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Updates live as you typeA customer just emailed that the product they received is faulty. Help me reply.
Product: {{product}}
What's wrong with it: {{issue}}
Their tone: {{tone}}
What I can offer: {{offer}}
What I need from them to action it: {{customer_action_needed}}
Optional context (reseller fault / batch issue / first complaint about this SKU): {{context}}
Write a 3-paragraph email.
1. Apologise specifically — name the issue back to them so they know I read the email. No "we're sorry to hear".
2. State what I'm doing about it (replacement / refund / both) + the timing.
3. Tell them exactly what I need from them next ({{customer_action_needed}}) and any return / disposal instructions.
Sign-off as {{my_name}} from {{store}}, with: "If anything in this isn't right, reply to this email and it'll come straight to me."
Under 180 words. AU English.Fill in the required fields above to copy or run this prompt.
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