Respond to a disputed charge before it becomes a chargeback
Assesses a contested charge, recommends a fair resolution, and drafts a factual reply, plus an evidence list if a chargeback is already filed.
The prompt
Help me respond to a customer disputing a charge or threatening a chargeback.
What they're disputing: [CHARGE, AMOUNT, DATE]
Their reason: [e.g. "didn't authorize it", "cancelled already", "didn't get what I paid for"]
What our records show: [SIGN-UP DATE, CANCELLATION, USAGE, RENEWAL NOTICES SENT, DELIVERY]
Relevant policy: [REFUND / CANCELLATION TERMS]
What I'm allowed to offer: [full refund / partial / credit / none]
Have they already filed a chargeback? [YES / NO / UNKNOWN]
Steps:
1. Assess the dispute: is it a likely error on our side, a misunderstanding (e.g. unrecognized billing name, annual renewal), or a policy disagreement? Say which records support that.
2. Recommend a resolution, weighing the charge amount against chargeback fees, account risk, and customer lifetime value. Flag if this needs manager approval.
3. Write the reply.
Rules for the reply:
- Lay out the facts in a short, dated list: what was charged and why.
- If we made an error, fix it first and explain second.
- If the charge stands, explain it plainly and offer the best option available. Never threaten or lecture.
- If they mention fraud or an unauthorized charge, follow our security process and do not discuss card details in the ticket.
If a chargeback has already been filed, also give me:
- A warning not to refund outside the dispute unless our payments team says so, to avoid paying twice.
- An evidence checklist for the payment processor's dispute response (sign-up and terms acceptance, renewal notices, usage or delivery proof, our communications), and a reminder to check the processor's response deadline.
Use only the records I provided; mark gaps as [CHECK RECORDS]. This is general guidance; follow your company's payments and legal policies.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- CHARGE, AMOUNT, DATE
- REFUND / CANCELLATION TERMS
- full refund / partial / credit / none
- YES / NO / UNKNOWN
- CHECK RECORDS
How this prompt is built
This prompt follows the Few-Shot structure (Few-shot prompting). A few-shot prompt includes one or more worked examples of the input and the output you want, so the model can copy the pattern instead of guessing it.
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