Support
Amazon customer service scripts (with AI prompts)
Fast, calm, solution-first replies protect your rating and save time. Here are templates for the situations that cause the most damage.
Shipping delay
"Hi [name], thanks for your patience. Your order is on the way and I've checked the latest tracking for you. Here's what I see: [status]. If it doesn't arrive by [date], reply here and I'll make it right immediately. — [Brand]"
Item arrived damaged
"I'm sorry it arrived like that — that's not the experience I want you to have. I'm sending a replacement today, no need to return the damaged one. You'll get tracking within 24 hours. If you'd prefer a refund instead, just say the word."
Refund request
"No problem — I've processed your refund and it should appear on your statement within [3–5 business days]. If there's anything about the product I can improve, I'd genuinely like to hear it."
Two-star review reply
"Thanks for the honest feedback. You're right that [issue] shouldn't happen — we've changed [specific fix] so it won't for future orders. If you'd give us another chance, I'd be glad to send a replacement."
The AI prompt to adapt any of these
Rewrite this support reply in a warm, brief, solution-first tone. Keep it under 80 words. Do not blame the customer. End with one clear next step. Reply: "[paste draft]"Three rules that prevent most escalations
- Reply fast. Speed matters more than perfect wording.
- Lead with the fix, not the policy. Customers want the outcome, not the rules.
- Never argue in public reviews. Take it to a message; keep the public reply short and gracious.
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