Chatbot Script Design
Designing a Chatbot Script for Refund and Cancellation Requests
This prompt helps customer support teams create a chatbot script to handle refund and cancellation requests. It focuses on empathetic communication, ensuring users understand their options, and directing them to human agents when needed for further support.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success, Finance
THE PREP
Creating effective prompts involves tailoring them with detailed, relevant information and uploading documents that provide the best context. Prompts act as a framework to guide the response, but specificity and customization ensure the most accurate and helpful results. Use these prep tips to get the most out of this prompt:
Review refund and cancellation policies to ensure chatbot responses are accurate and compliant.
Collaborate with the finance team to streamline escalation paths for complex cases.
Prepare scripts for retention offers or alternative solutions, such as free trials or plan adjustments.
THE PROMPT
Help design a chatbot script for managing refund and cancellation requests for [specific software product or service]. Focus on:
Empathetic Opening: Starting with a reassuring tone, such as, ‘I’m sorry to hear you’d like to request a refund or cancel your subscription. Let’s see how I can help.’
Clarifying the Request: Including questions to understand the user’s needs, like, ‘Can you tell me a bit more about the issue? Are you looking to cancel your subscription, request a refund, or both?’
Providing Information: Offering clear details about policies, such as, ‘Refunds are available for [specific cases, like unused months or within X days of purchase]. Your cancellation will take effect on [specific date].’
Guiding Next Steps: Explaining the process, like, ‘To proceed with your request, I’ll need you to confirm [specific details, like account name or payment information].’
Escalation for Complex Cases: Directing users to human support when necessary, such as, ‘If this doesn’t fully resolve your concern, I’ll connect you with our billing team to review your case.’
Provide a chatbot script template that ensures refund and cancellation requests are handled smoothly while maintaining a positive customer experience. If additional details about policies or user accounts are needed, ask clarifying questions to refine the script.
Bonus Add-On Prompts
Propose strategies for automating refunds for eligible cases while maintaining compliance.
Suggest methods for offering retention options during cancellation requests, such as discounts or extensions.
Highlight techniques for securely handling sensitive payment or account data during chatbot interactions.
Use AI responsibly by verifying its outputs, as it may occasionally generate inaccurate or incomplete information. Treat AI as a tool to support your decision-making, ensuring human oversight and professional judgment for critical or sensitive use cases.
SUGGESTIONS TO IMPROVE
Focus on specific scenarios, like annual subscription cancellations or trial period refunds.
Include tips for addressing frustrated users with empathetic and solution-oriented language.
Propose ways to integrate chatbot responses with billing systems for automated processing.
Highlight tools for tracking refund and cancellation trends to improve support strategies.
Add suggestions for following up with users post-cancellation to gather feedback.
WHEN TO USE
To automate and streamline refund or cancellation requests while ensuring compliance.
During high-volume periods to manage customer requests efficiently.
When addressing user dissatisfaction and seeking to retain customers with alternative solutions.
WHEN NOT TO USE
For cases requiring extensive review or manual verification by finance teams.
If chatbot systems lack secure integration with sensitive account or payment data.