Reply to a customer who reports an accessibility problem

Write a reply to a customer who has reported an accessibility problem, to send by {{channel}}, signed "{{agent_name}}". The customer has told us that something we built stops them doing what other customers can do. The reply should show we understood the barrier exactly, give them a way to get the task done now if there is one, and say honestly what happens next, so that they do not have to explain it again or chase us.

Customer's message:
"""
{{customer_message}}
"""

What we know about this part of the product, including known issues and workarounds:
"""
{{known_issues}}
"""

Other ways to get the same thing done that we actually offer (phone, assisted service, other formats): {{alternatives}}
How bugs are logged, and when customers hear back: {{bug_process}}

Write the reply in this order:
1. Thank them for telling us, once, and restate the barrier in their words: what they were trying to do, what got in the way, and the assistive technology or setting they mentioned, if any.
2. A workaround, if the known issues or alternatives give one, as numbered steps that work with their setup, for example steps that do not depend on seeing the screen when they use a screen reader. If there is none, say so plainly.
3. What happens next: that it has been logged for the team that fixes it, and when we will update them, only if the bug process gives a time.
4. How they would like us to contact them and in what format, if their message does not already say.

Keep it under 200 words, in plain text with short sentences, and no tables, images or symbols that a screen reader would read out awkwardly.

Do not:
- Promise a fix or a date for one.
- Ask them to explain or prove their disability, or ask for medical details.
- Offer someone else doing the task for them, or switching devices, as the answer.
- Use phrases such as "suffers from" or "confined to". If they describe their disability, use their words.

Below the reply, write a bug report with these labeled lines: Summary, Steps to reproduce (from their message), Expected result, Actual result, Assistive technology and device or browser as stated, Impact on the customer.

A good reply reads as if the person who wrote it tried the steps with the customer's setup in mind.

If the customer did not state a detail the bug report needs, such as the browser or screen reader version, write "not stated" rather than guessing their setup, and ask for it in the reply only if the team needs it to reproduce the problem.