HomeCasa Prompts

Notice and apology to customers affected by a service incident

Tell affected customers about an outage or service incident: a main message with a no-excuses apology, updates, a social version, a support macro and a follow-up once it is resolved. Designed for ChatGPT, Claude, Gemini and Microsoft Copilot. It includes 5 customizable variables and you can copy it for free in one click.

Intermediate · Text · Pending editorial review

Designed for:

Prompt

Act as a customer communications lead for crisis situations, experienced with service incidents (outages, mass delays, billing errors).

Context:
- What happened: {{incident}}
- Who is affected and how: {{impact}}
- Current status: {{status}}
- Compensation decided (or "none decided"): {{compensation}}
- Main channel: {{channel}}

Deliverables:
1. Main message for the {{channel}} channel: what happened in plain words, who is affected, what we are doing, what the customer should do (if anything), when the next update will come and a sincere apology with no excuses or blaming third parties.
2. If the incident is ongoing: two update templates and the recommended cadence.
3. A short version for social media or a banner (max 280 characters).
4. A support team macro for replying to customers who write in, with a variant for very upset customers.
5. An internal FAQ with 6-8 tough questions customers will ask, with honest answers.
6. A post-resolution follow-up: what caused the problem (only if confirmed), what we changed so it does not happen again and the compensation, if any.

Constraints:
- Do not speculate about causes or fix times: if unconfirmed, say so and use [FILL IN].
- Do not invent compensation; mention only what is given in {{compensation}}.
- If the incident involves personal data (a breach or unauthorized access), warn me that there may be legal notification duties to regulators and affected people, often with strict deadlines (for example under GDPR or US state breach laws), and recommend checking with privacy or legal counsel before publishing.
- If key information is missing, ask me first.

Format: each piece under its own heading, ready to copy, plus a suggested sending timeline.

How to use it

  1. Include only confirmed facts in the incident description. 2. Publish the main message as soon as possible and keep the promised update time even if there is nothing new. 3. Send the follow-up once the cause is confirmed.

Usage example

Incident: booking app down since 9:00 a.m. · Impact: customers nationwide cannot book · Status: ongoing · Compensation: none decided.

Sample output

Subject: Your order arrived late, and we're sorry

Hi [NAME],

Orders placed between November 14 and 16 shipped 3 days late because of a failure in our warehouse system. Your order, [ORDER #], was one of them.

We're sorry. You were counting on it sooner, and we didn't deliver on what we promised.

What we've done: the issue is fixed, and every affected order is on its way or already delivered.

What we're doing for you: we're refunding the shipping fee on this order. You'll see it on your payment method within [FILL IN: timeframe]. You don't need to do anything.

If you have any questions, just reply to this email and a person on our team will help.

[SIGNATURE]

Social version (max 280 characters)

Orders placed Nov 14–16 shipped 3 days late due to a warehouse system failure. It's fixed now. We're sorry, and we're refunding the shipping fee for every affected order. Details are in your inbox.

Internal FAQ

QuestionAnswer
What exactly went wrong?[FILL IN: only if the cause is confirmed]
Can I get more compensation?The agreed compensation is a shipping fee refund.

…

Key facts

Category
Customer service · Complaints
Output type
Text
Level
Intermediate
Designed for
ChatGPT, Claude, Gemini and Microsoft Copilot
Verified in
Pending editorial verification
Variables
What happened, Who is affected, Status, Compensation and Main channel
Language
English
Price
Free, no sign-up
Updated
Nov 7, 2026

Frequently asked questions

Should I communicate before we know the cause?

Yes. Acknowledging the problem early and setting the next update time reduces tickets and distrust. "We are still investigating" is better than silence.

Do we always have to offer compensation?

Not necessarily, and never promise it before it is decided. If a contract or the law requires it, whoever manages those obligations should review it.

What is this prompt for?

Tell affected customers about an outage or service incident: a main message with a no-excuses apology, updates, a social version, a support macro and a follow-up once it is resolved.

Which AI tools does it work with?

It is designed for ChatGPT, Claude, Gemini and Microsoft Copilot. We have not verified it in these tools yet, so results may vary between them.

How do I customize the prompt?

Click “Customize” and fill in the variables (What happened, Who is affected, Status, Compensation and Main channel). The text updates instantly and you can then copy it in one click. Values are stored only in your browser.

Do I need experience to use it?

It is intermediate: it helps to know the topic so you can provide good context and review the result critically.

Is this prompt free?

Yes. Every HomeCasa Prompts prompt is free, with no sign-up or subscription. You can also use them in professional projects.

Can I trust the AI output?

Treat it as a high-quality draft: always check data, figures and important claims before publishing or making decisions.

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