Reply to a customer complaint with AI
A good reply says sorry, gives the customer what they're owed and names a date. A skill checks your saved reply against their rights, writes the answer and tracks it until it's closed. Try Customer Inbox.
Updated 1 November 2026. How we rank skills
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A skill checks your saved reply against their rights, writes the answer and tracks it until it's closed. Try Customer Inbox.
Skills that do this
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Save Customer Inbox (log in first) Too new to rank: not enough use yet
The example above is cut short. See the whole example.
What you need to reply to a customer complaint
- The facts. What they bought, when, what went wrong and what they want. If something's missing, ask before you promise a fix.
- How serious it is. In Australia, a major problem means the customer chooses a refund or a replacement. A minor one means you must fix it for free, and you don't have to offer more. You can look at the item first.
- How long they've had it. In the UK, a customer generally has 30 days, counted from the day after delivery, to reject faulty goods and get a refund. After that, you may have to repair or replace the item.
- Your saved reply and returns policy. Check them against the customer's rights. In both countries, it's illegal to rely on a policy such as "no refunds" to take those rights away. In Australia, you also can't tell the customer to go to the manufacturer instead.
- A date. Say what you'll do and by when, then keep to it.
Trading somewhere else? Check your consumer regulator's pages first.
We read these official pages on 1 November 2026: Repair, replace, refund, cancel, Accepting returns and giving refunds and Consumer Rights Act 2015, section 22. This is general information, not legal advice.
How to reply to a customer complaint with AI
Pick a skill
Choose a skill made for this job, such as Customer Inbox: Triage, Replies and Follow-Through. Not enough people have used it yet to show numbers.
Add it to your AI
Press "Add to my AI" on the skill's page. The guide for your app shows each step.
Ask for what you need
Ask your AI in your own words, for example: "A customer wants her money back for a faulty coffee grinder. Our saved reply offers a repair first. Help me answer her."
Check before you use it
Read the result and fix anything that's not right for you. Skills make the AI much better at the job, but you're still the expert.
New to skills? What an AI skill is · Guides for adding skills to each AI app
Questions people ask
What's the best AI skill to reply to a customer complaint?
No skill for this has enough use to rank yet. Customer Inbox: Triage, Replies and Follow-Through by Trilly is made for it.
Can AI reply to a customer complaint for me?
Yes, with the right skill your AI does most of the work: it knows how an expert would do it and asks you for the details it needs. You check the result before you use it.
Are these skills free?
The skills here are paid. Each shows its price before you add it.
How are these skills ranked?
By real use: how many people keep using a skill a month after adding it and how often it does the job. None of the skills here has enough use for that yet, so the newest come first.