Propose compensation for a complaint within the rules
The complaint runs two screens, and you have ten minutes to decide. The agent pulls out the facts and proposes one figure, citing the rule behind it.
Medium · 10 min · on an event
What you get
Complaint · order 40871 · customer's second message Facts delivered 4 days late, the cake missed the date Rule 3.2 — delay on our side: up to 30% of the order Proposal refund 1,740 ₽ plus an apology, draft ready Outside asks for damages for distress Action needs a person: this is a repeat complaint
A sample on made-up data — your numbers will be your own.
Who it fits
- Compensation is handed out on each operator's judgement, and identical cases end at different amounts.
- The complaint is long and emotional, and you need to see fast what is actually being asked for.
When it won't work
There are no written compensation rules — without them the agent starts inventing the norms.
How the agent does it
Supply rules and history
Attach the compensation table — limits, conditions, exceptions — and the order history. "How we usually do it" told out loud does not work here.
Run the analysis
The agent gathers facts from the thread and picks a clause. Where the case does not fit, it stops instead of rounding in the customer's favour.
Approve the amount
A proposal turns into a company promise the moment it is sent. Taking it back costs far more than reading it now.
What you set
Connect Telegram and email. By hand: your compensation table with limits and exceptions, plus the history of the order behind the complaint.
What you'll need
Starter prompt
Copy the prompt or open it straight in a chat with the agent.
Go through the customer complaint from [the Telegram correspondence / the email] and propose goodwill compensation strictly by the rules in [the attached file]. First pull out the facts: what was bought and when, what went wrong, what the customer asks for verbatim, which ticket this is in order. Whatever is not stated in the correspondence — mark "not specified", do not fill it in. Then find the matching rule clause and name its number. If no clause fits or the amount exceeds the limit — say so, propose the closest option within the rules and send the case for approval instead of stretching the rule yourself. In the draft reply do not promise deadlines, refunds or replacements beyond the chosen clause. Output: facts, rule clause, proposal, draft letter.
Open in chatCheck your analysis of the complaint. List: — facts taken not from the correspondence but inferred by implication; — the rule clause you applied and how the case differs from it; — places in the draft that promise something the chosen clause does not cover; — the customer's requests left unanswered in the draft; — signs that this is a repeat ticket about the same problem; — what can be sent as is and what the manager must approve.
A second prompt — the agent uses it to review its own work and show what's left for you.