Customer apology that fixes the problem
Reply to an unhappy customer with a sincere, specific apology and a clear remedy, not canned phrases.
Say no clearly and kindly to a request or invitation, protecting the relationship and your time.
Write a message declining the request below.
The request: {{request}}
Who asked and our relationship: {{requester}}
Why I am declining (share only what I want shared): {{reason}}
What I can offer instead, if anything: {{alternative}}
Tone: {{tone}}
Channel: {{channel}}
Rules:
- Say no in the first or second sentence. Never leave the answer vague or open-ended.
- Thank them once, specifically, without grovelling.
- Give a brief reason only if it helps, and never invent a false excuse.
- If I offered an alternative, make it concrete; if not, do not hint at one.
- Do not over-apologise, and do not leave the door open for negotiation unless I said so.
- Keep it under 90 words, formatted for the channel.
Output format: the message, then two shorter and firmer versions of the first sentence in case I want a stronger no.Leaving out the reason is fine; the prompt only shares what you allow. The firmer variants are useful when the person tends to push back.
Licensed CC0 (public domain) Version 1 · history
Reply to an unhappy customer with a sincere, specific apology and a clear remedy, not canned phrases.
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Deliver hard news or feedback clearly and kindly, without burying the point or sounding cold.
Turn a furious customer message into a reply that acknowledges the problem, takes ownership and offers a clear next step without grovelling.
Say no to a refund or policy-exception request clearly and kindly, explain the reason, and offer real alternatives so the customer feels respected.
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