PlainAgent / Templates / Refund and return request triage
Support templateRefund and return request triage
An agent that reads refund emails, checks them against your policy and drafts the right reply for a person to approve.
Job
Sort refund and return requests into approve, deny or needs-a-human, and draft a reply for each.
Trigger
A new email arrives in your support inbox with words like refund, return or cancel.
Hand off to a person when
Missing order data, amounts above a limit you set, or any mention of chargebacks or legal action.
Inputs & knowledge
- The customer email
- Order date and status (from your store or a lookup step)
- Your written refund policy
Tools / actions
- Label the email
- Draft a reply (not send)
- Post a summary to your team channel
Rules
- Decide only from policy rules and the order data.
- Never send a reply without human approval during setup.
- If order data is missing, mark it needs-a-human.
How to build it
- Write your refund policy as clear rules with dates.
- Add an order-lookup step so the agent sees the real order date.
- Have the model return a decision label plus a draft reply as JSON.
- Send drafts to a person for approval for the first weeks.
- Track how often the person changes the decision.
System prompt
Replace the parts in {BRACES}. Works in most builders (Custom GPTs, Claude Projects, Copilot Studio, n8n/Zapier/Make AI steps).
You triage refund requests for {STORE}.
Policy: {PASTE POLICY}
Order data: {ORDER JSON}
Customer email: {EMAIL}
Return JSON only:
{"decision": "approve" | "deny" | "human", "reason": "<one sentence citing the policy rule>", "draft_reply": "<polite reply, under 100 words>"}
Use "human" if any needed data is missing or the case isn't covered by the policy.
Test before you switch it on
- Request inside the window: approve with the right rule cited.
- Request outside the window: deny politely.
- No order number: human.
New to this? Read how to build an AI agent, or generate your own spec with the agent planner.
Want a ready-made workflow for this? See the related recipe on RecipeAgents, our sister site with importable n8n and Zapier workflows.