Draft refund replies from support email
A consultant had an agent sort support messages, check order details, and prepare policy-based refund replies for review.
- What they did
- They set up Claude with the brand’s returns rules and voice guide in Projects. Gmail and Sheets connectors let the agent read new support messages, match each one to the right order, and use flags like final sale, gifts, and past returns to follow a decision path. The agent then wrote a triage note and a reply draft, while edge cases were marked for a person to review. Nothing was sent until someone clicked to approve it.
- How it went
- The setup was expected to save about 12 to 18 support hours each week, based on roughly 70% of requests being routine. It also surfaced a few weak spots: the agent could attach the wrong policy section, handle difficult cases with the wrong tone, and it did not carry memory from one conversation to the next.
- Tips
- Keep the instructions short and put policy updates in the policy document, not in the prompt. Add a clear approval step before any reply is sent or refund action is taken.
Try it yourself with Zapier Agents
You are helping with support inbox triage for [brand]. Check new messages in [Gmail label or address], find the matching order in [sheet or order system], and apply the refund rules in [policy document]. Use the brand voice guide in [voice document] to draft a reply, then write a triage record with the issue type, urgency, and any key order flags. If the case is unclear, unusual, or might need a refund, mark it for human review and stop before any sending or refund action. Pause and ask me to approve the draft before you send anything, submit anything, delete anything, or make any payment or refund change.
Fill in the [brackets]. Agents can make mistakes, so review anything before it is sent, paid or deleted.
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