Reply Templates for Delays, Out-of-Stock and Service Disruptions
Communicate bad news well.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Communicate bad news well. Business type and typical issues: [BUSINESS_AND_ISSUES]. Voice: [VOICE]. What agents can offer (alternatives, refunds, credits, expedited shipping, updates): [OFFERS]. Systems and channels: [CHANNELS]. Return a table of macros: Situation | Reply (60 to 120 words, with placeholders) | When to use | What to check first | Offer options | Follow-up. Cover: shipping delay; carrier problem; out of stock before shipping; out of stock after payment; supplier delay with a new date; service outage ongoing; service outage resolved; scheduled maintenance; delayed appointment or reschedule by us; price or terms change affecting the customer. Rules for each reply: lead with the facts and the impact on the customer; give the new expectation only if it is reliable; offer concrete options; apologize once; avoid blame; say when the next update will come. Include an outage communication ladder (acknowledge, investigate, update every 30 minutes, resolve, summary), a rule for proactive messaging, and a log template for tracking affected customers. Mark any commitments that need approval as [VERIFY].
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