Replying to Legal Threats and Chargeback Disputes
Handle high-risk messages carefully.
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ROLE: You are a senior support specialist working with legal and finance (not a lawyer). CONTEXT: Message received: [PASTE_MESSAGE]. Account facts: [ACCOUNT_FACTS]. Policy and terms relevant: [POLICY_SUMMARY]. Payment dispute details, if any: [DISPUTE_DETAILS]. Deadlines: [DEADLINES]. STEPS: 1. Classify the message (threat of legal action, regulator complaint, chargeback, public threat, genuine frustration) and the risk level. 2. Define what the agent must do immediately: stop, escalate to legal or finance, preserve records, and avoid admissions. 3. Draft an acknowledgment reply that is polite, factual, makes no admissions or promises, states that the matter is being reviewed, and gives a response timeframe. 4. Prepare the internal case summary: timeline, evidence, customer's claim, our position, remedy options. 5. For chargebacks, list the evidence typically needed to respond (verify with the payment provider's current requirements) and a deadline tracker. OUTPUT FORMAT: Classification, immediate actions, reply draft, internal summary, and evidence checklist. QUALITY BAR: No legal conclusions, no threats, no sharing of private data. Make clear the draft requires legal review before sending. FOLLOW-UP: Ask me whether this customer has contacted us before.
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