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Complaints and other sensitive emails

A complaint, a payment dispute, a cancellation, a legal letter or a price negotiation is answered with more care, and the panel says so.

Most email is routine: a question, a meeting, an order confirmed. Some is not. Before a reply is written, every email is checked, and one that is sensitive is written differently and marked for you.

What counts as sensitive

  • A complaint, or a sender who is clearly upset
  • A dispute about a payment or an invoice
  • Anything that mentions legal action or a lawyer
  • A cancellation, or a threat to cancel
  • A negotiation over price or terms
  • An escalation to somebody senior

Quotation requests, meeting requests, routine questions and thanks are not sensitive.

What changes

  • The panel shows Sensitive with the reason, for example Sensitive: a complaint.
  • The reply is written by the model set for complex and sensitive emails, normally a stronger one than writes everyday replies.
  • Above the draft: This one is sensitive, so it was written with more care. Read it closely before it goes.
  • The draft acknowledges the concern specifically and stays calm. It does not argue, does not admit fault or liability, and does not offer compensation, a refund or a discount. It says who will look into it and that they will come back, without naming a date unless your records give one.
On a phone, a suggested reply to a complaint about damaged cartons, marked Complaint, Urgent and Sensitive: a complaint, written about Ganesh Industries Pvt Ltd, with a warning to read it closely and a draft that apologises and asks for photos, with one highlighted gap.
On a phone. Pooja writes that 40 cartons arrived crushed. The panel marks it Complaint, Urgent and Sensitive: a complaint, and the next step is Bring in a manager. The draft apologises and asks for photos, and leaves [date we will reply] for you rather than promising one.

Why it is done this way

A reply to an angry customer is the one most likely to be forwarded, quoted or kept. The rules exist so that a draft never commits the business to something only a person should decide: a refund, a replacement at no cost, an admission that could be used later. Those stay with you, to write in after you have looked into it.

The check is a judgement, and it can miss. Read any reply to an upset customer closely whether or not it is marked.

Next in ai writing Voice notes written out by AI → The wording of a quotation →

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