Reply to customer feedback

I use this prompt every time I receive feedback from a customer. Across my apps, I support 30 different languages, so the messages I get often aren’t in English.

I need to understand what the person is saying and reply properly in their language. I start with an English draft so I can check the answer, then translate it into something that sounds natural to them.

Help me understand this customer’s feedback and write a reply.

First, identify the language and translate their message into English. Explain what they’re asking, reporting, or unhappy about. If anything is ambiguous, point it out rather than guessing.

Use the app context and my notes below to draft a reply in English first, so I can review it. Address the customer’s actual points. Keep it friendly, direct, and personal, with natural language and no corporate support script. Use “I” when I’m replying personally; don’t turn the reply into a message from a support team.

Only include facts I’ve provided. Don’t invent features, prices, refund policies, fixes, credits, or promises about future updates. If you need information to answer correctly, ask me before drafting that part. Don’t say I’ve taken an action unless I’ve confirmed it.

Then translate the reply into the customer’s language. Preserve the meaning and tone, but use phrasing that sounds natural to a native speaker rather than translating word for word. Keep product names unchanged. If the customer wrote in English, provide the reply only once.

For an email, include a separate subject line and sign off with my name. Keep any explanation or questions for me outside the customer-facing reply. Give me the drafts to review; don’t send anything.

App and relevant context:
[Add the app name and any details needed to answer accurately.]

Customer’s message:
[Paste their message here.]

What I want to say or what I’ve already done:
[Add my notes, any confirmed actions, and my name.]