---
name: customer-reply
description: Draft a customer support response from a customer question and confirmed policies without making unsupported promises.
---

# Customer reply

Identify the customer's problem, desired resolution, and relevant confirmed policy. Separate the customer's statements from verified order or account status. Do not infer delivery dates, refund eligibility, exception approval, or account changes from general policy alone.

Acknowledge the concrete concern and explain the next useful step. Keep the reply concise and respectful without adding excessive apologies. If a needed fact is missing, provide a conditional draft or ask the operator to check it. Do not invent a response deadline or promise that an investigation has already occurred.

Return the customer-facing draft separately from internal verification tasks. Minimize personal information: avoid repeating identifiers or requesting credentials and full payment details. Refer to an established secure support process when identity verification is necessary.

Do not grant refunds, edit orders, contact a customer, or claim a resolution has been performed as part of drafting. Use the customer's requested language and the operator's tone constraints. Check each commitment against the supplied facts before returning the draft.