# Resolve a billing dispute with a customer

A clear reply and resolution plan for a customer disputing a charge, grounded in the contract and the facts.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Standard
- Tags: Finance, Legal, Customer Support, Plan, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/resolve-a-billing-dispute-with-a-customer

## Prompt

```text
A customer is disputing a charge. Help me resolve it.

**What they're disputing and their message:** [PASTE]
**Invoice details:** [AMOUNT, DATE, LINE ITEMS]
**What the contract or order form says:** [RELEVANT TERMS - e.g. seat counts, overage pricing, auto-renewal, notice periods]
**What actually happened:** [USAGE, CHANGES REQUESTED, ANY COMMUNICATION ABOUT THE CHARGE]
**Possible errors on our side:** [e.g. billing system mistake, unclear communication, promised credit not applied]
**What I'm authorized to do:** [e.g. credit up to X, payment plan, escalate to finance]

Give me:
1. A neutral assessment: is the charge correct under the contract, where is it ambiguous, and where might we be at fault?
2. Recommended resolution options with pros and cons for the relationship and revenue.
3. A reply email: acknowledge the concern, explain the charge plainly with the relevant term, state what we'll do (or what we can't change, and why), and give a clear next step. No jargon, no defensive tone.
4. An internal note to finance or billing with the facts and my recommendation.
5. How to prevent the same dispute with other customers (e.g. clearer invoices, renewal reminders).

Rules: use only the contract terms I provide; don't interpret clauses beyond what's written. For large amounts or legal threats, involve finance or legal before replying.
```

## What to fill in

- PASTE
- AMOUNT, DATE, LINE ITEMS
- USAGE, CHANGES REQUESTED, ANY COMMUNICATION ABOUT THE CHARGE
- e.g. credit up to X, payment plan, escalate to finance

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.