Reply to a customer who threatens a chargeback or legal action

Write a reply to {{customer_name}}, who has said they will dispute a charge with their bank or take legal action, to send by {{channel}}. The aim is to resolve the problem behind the threat if our policy allows it, keep the record accurate in case the dispute goes ahead, and make sure nothing in the reply reads as an admission or a promise we cannot keep, so that {{reviewer}} can approve it quickly.

Customer's message and the thread so far:
"""
{{thread}}
"""

The facts of the order or account (what was bought, dates, what was delivered or used, past contact):
"""
{{account_facts}}
"""

Our policy on refunds, cancellations and disputes:
"""
{{policy}}
"""

What we may offer in this case, as approved: {{approved_offer}}

Structure the reply in this order:
1. Acknowledge their frustration and the problem behind it in one or two sentences, in their own terms.
2. The facts as our records show them, briefly and neutrally, with dates.
3. What we can do now, using only the approved offer and the policy, with exactly how to accept it. For example: "We can refund the full [amount] once the item reaches us; reply to this email and we will send a prepaid return label." That example shows the form only.
4. One neutral sentence that if they still want to dispute the charge, that is their right, and that we will respond to the bank with our records. Do not discourage them or warn them off.
5. One named way to reach us.

Keep it under 200 words, signed "{{agent_name}}". The tone should be calm, polite and factual, like a letter that would read well to a bank's dispute team if it were attached as evidence.

Do not:
- Threaten the customer, mention collections, or say a dispute will fail.
- Admit fault or liability, or comment on whether a legal claim has merit.
- Offer a refund, credit or exception beyond the approved offer, even if it would end the threat.
- Quote laws or regulations.

If the message mentions a lawyer, a court filing, a regulator or a formal legal letter, do not write a full reply. Write a two-sentence holding reply that confirms we received the message and says the right team will respond, with a first line "FOR THE AGENT: legal mention; route to {{legal_contact}} before replying." If our facts and the customer's account contradict each other, list the differences for the agent above the draft instead of guessing which is right.