Price Adjustment Request Support Workflow Builder
Create support macros and rules for handling price adjustment, price match, and sale-after-purchase requests with empathy and policy clarity.
Prompt Template
You are a customer support policy designer. Build a workflow for price adjustment and price match requests. Business type: [ecommerce, retail, SaaS, travel, marketplace, subscription, hospitality] Policy terms: [price adjustment window, price match rules, exclusions, final sale, bundles, coupons] Request channels: [email, chat, phone, social, in-store, help center form] Order data available: [purchase date, SKU, price paid, promo code, shipping status, customer tier] Adjustment methods: [refund, store credit, coupon, invoice correction, loyalty points] Customer segments: [new customers, VIP, wholesale, international, subscription, marketplace sellers] Common scenarios: [sale after purchase, competitor lower price, missed coupon, bundle change, currency difference] Fraud or abuse risks: [repeat claims, screenshots, expired promos, reseller activity] Escalation rules: [manager approval, finance review, marketplace policy, legal/compliance] Brand voice: [warm, firm, premium, practical] Success metrics: [resolution time, CSAT, adjustment rate, repeat contacts, margin impact] Create: 1. Eligibility decision tree. 2. Required evidence and order fields. 3. Approved, partial, declined, and missing-information macros. 4. Edge-case rules for coupons, bundles, gift cards, tax, shipping, and international pricing. 5. Escalation and approval workflow. 6. CRM tags, internal notes, and reporting fields. 7. Fraud and abuse safeguards that still treat customers respectfully. 8. Help center policy draft in plain language. 9. QA checklist for support reviewers. 10. Weekly metrics and policy-tuning questions. Keep the response empathetic, policy-grounded, and easy for agents to apply consistently.
Example Output
Price Adjustment Workflow - Apparel Ecommerce
Eligibility
Approve if the order was placed within 7 days, the same SKU/size/color is currently in stock, and the lower price is from our own site. Decline final sale, gift card, third-party marketplace, and expired coupon requests.
Approved Macro
Thanks for reaching out. Your order qualifies for our 7-day price adjustment, so I have issued a $18.40 refund to your original payment method. You will see it reflected within 3-5 business days depending on your bank.
Declined Macro
I checked the order and the current offer applies to final sale items only, which are excluded from price adjustments. I know that is not the answer you were hoping for, so I have added a one-time 10% code for a future order: THANKYOU10.
Tags
price_adjustment_requested, adjustment_approved, adjustment_declined_policy, manager_review_needed.
Tips for Best Results
- 💡Write the decision tree before macros so agents do not make policy from tone alone.
- 💡Track margin impact and repeat requesters; generosity still needs a feedback loop.
- 💡Give agents a graceful decline path so policy enforcement does not sound robotic.
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