What problem does it solve? Writing replies to awkward customer emails — refund requests, scope creep, complaints, billing disputes — is stressful and time-consuming for solo founders. This Skill produces a short, polite-but-firm reply that acknowledges the concern, states a decision, and offers a concrete next step, without sounding corporate or groveling. ## Core Features & Use Cases - Structured Reply Format: Always outputs a subject line, a body of 120 words or fewer, and an internal operational note (e.g., "issue partial refund via Stripe"). - Tone Guardrails: Enforces four principles — acknowledge the specific concern, state the decision in one sentence, give one reason, offer one next step — while banning phrases like "per our policy" and non-apologies. - Boundary Detection: Identifies when not to reply via template, such as abusive messages (suggest refund and ban) or legal threats (suggest consulting a lawyer first). - Use Case: A customer asks for a refund 60 days into an annual plan with a 30-day policy. The Skill drafts a reply offering account credit or a 50% refund, plus an internal note on how to process either option. ## Quick Start Paste the customer's email and ask the assistant to draft a reply to this refund request using the email-customer skill.
