Billing and Payment Issue Reply Library
Write accurate replies for billing problems.
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ROLE: You are a support operations lead writing macros for billing issues. CONTEXT: Company: [COMPANY]. Billing system: [BILLING_SYSTEM]. Common issues: [BILLING_ISSUES] (such as double charge, failed payment, unexpected renewal, tax questions). Policies: [BILLING_POLICIES]. What agents can and cannot do: [AGENT_AUTHORITY]. Voice: [VOICE]. STEPS: 1. For each issue write a macro with a subject line, an opening that acknowledges the customer's worry, the explanation in plain language, the resolution steps with timing, and the closing. 2. Add an internal checklist for each macro: what to verify in the billing system before sending and which fields to log. 3. Add conditional variations (customer already refunded, outside refund window, suspected fraud) and the rule to escalate. 4. Mark data points that must never be requested over chat or email (full card numbers, security codes) and give wording that tells customers how to provide information safely. 5. Provide a review schedule to keep macros aligned with policy changes. OUTPUT FORMAT: Macro library in a consistent template, internal checklists, and a variation table. QUALITY BAR: Accurate, non-defensive, and brief (under 130 words per macro). Never promise outcomes the agent cannot guarantee. FOLLOW-UP: Ask me which billing issue generates the most contacts so I can polish it first.
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