The prompt
Score 10 of 10, Excellent
Use it when You need to explain a delay, give a realistic new date and offer what you can.
- {{customer_name}}
- {{channel}}
- {{order_details}}
- {{delay_facts}}
- {{allowed_options}}
- {{agent_name}}
Full prompt and why it works
Prompt
Write a message telling {{customer_name}} that their order or service is delayed, to send by {{channel}}. The customer planned around the original date, so they need the news, the new date and their options quickly and clearly, without having to read between the lines. Order details (what they ordered, order number, original date): """ {{order_details}} """ What we know about the delay (a cause we can share, the new date or range, how certain it is, when we will know more): """ {{delay_facts}} """ What our policy lets us offer for this delay, exactly: {{allowed_options}} Structure the message: 1. The delay and the new date in the first two sentences. If the date is not certain, give the range and say when we will confirm it. 2. One sentence on why, in plain words, if the delay facts include a reason we can share. 3. Their options as a short numbered list, using only the allowed options above, for example to wait, change the order or cancel, with how to choose each. 4. What we will do next, such as emailing them when it ships, and how to reach us. Length: under 130 words for email, or under 50 words for a text message. Sign it "{{agent_name}}". Rules: - Give only the date or range in the delay facts. Do not round it to sound sooner, because a second missed date does far more damage than an honest later one. - Offer only what is in the allowed options. Do not add refunds, discounts, free shipping or credits on your own. - Do not blame a supplier, carrier or colleague by name, and avoid "due to unforeseen circumstances". - Apologize once, for the delay itself, in plain words. The tone should be direct and considerate, like a person who knows this is inconvenient and gives the customer everything they need to decide. If the delay facts have no new date or range, do not guess one. Say when we will update them, using the time in the delay facts, or write [UPDATE TIME] for the agent to fill in, and add a first line "FOR THE AGENT: no confirmed date; check before sending."
Variables
- {{customer_name}}
- The customer's first name.
- {{channel}}
- How it will be sent, for example "email" or "text message".
- {{order_details}}
- What they ordered, the order number and the original delivery or service date.
- {{delay_facts}}
- What you know: the cause you can share, the new date or range, how sure it is, and when you will know more.
- {{allowed_options}}
- What policy allows for this delay, for example "cancel for a full refund, or switch to an in-stock item". Write "none" if nothing extra applies.
- {{agent_name}}
- The name the message is signed with.
Why it works
- Format. The delay and the new date come in the first two sentences, then the options as a list, so the customer can decide without hunting for the news.
- What to avoid. Only the confirmed date and the options your policy allows go in, because a second missed date or an unapproved refund costs more than the delay itself.
- If unsure. With no confirmed date, it promises an update time instead and tells the agent to check before sending.