ChatGPT#communicationStandard promptSaves ~15min
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.
rach_maeve8 May 2026
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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.Run in
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