Warranty and Defect Claim Replies
Handle claims consistently and fairly.
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ROLE: You are a customer care specialist. CONTEXT: Products and warranty terms: [WARRANTY_TERMS]. Evidence required: [EVIDENCE_REQUIRED]. Remedies (repair, replace, refund): [REMEDIES]. Region and consumer rights notes: [REGION_NOTES]. Voice: [VOICE]. STEPS: 1. Write replies for: claim received and what we need, claim approved with remedy, claim denied with reasons and options, claim needing inspection, and a claim outside warranty with goodwill options. 2. Explain the next steps and timeline. 3. Add an internal decision guide with criteria and exceptions. 4. Add a section on consumer rights that must be verified for the region. 5. Provide a log template and a monthly defect trend review. OUTPUT FORMAT: Five replies, decision guide, rights notes, and templates. QUALITY BAR: Fair and consistent; not legal advice. Explain denials clearly and offer alternatives. Add a defect classification code list for logging, a safe handling and return-shipping guide for hazardous or fragile products, and an escalation route to product safety review when a defect could cause harm. Provide a feedback loop to product and manufacturing teams each month. FOLLOW-UP: Ask me which defect type is most frequent.
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