Answer a client's question about a deposit

The prompt

Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Med spa owners and whoever handles booking payments at the desk.

Copy prompt

I run a med spa. We take a deposit to hold some appointments, because the provider's time and sometimes product are set aside for that client. Clients ask why, and some ask for it back when they cancel. I want a reply that explains the policy plainly and leaves any exception to me.

What I have:
- The client's message, word for word: [CLIENT MESSAGE]
- Our deposit policy, word for word: [DEPOSIT POLICY]
- When they booked, the appointment day, and when they cancelled if they did: [BOOKING DATES]
- How I sound with clients: [MY TONE]

What I want:
1. Tell me in one line what they are asking: why we hold it, whether they get it back, or something else.
2. Write a short reply that explains the policy in plain words, using only what the policy says.
3. If they are asking for an exception, write a reply that says I will look at it myself and get back to them, with no promise either way.
4. Tell me which part of my policy fits their dates, as a note for me, not for them.

Rules:
- Write a draft for me to read. Do not send anything.
- Use only what I gave you. If something is missing, ask me instead of guessing.
- Never quote a price, promise a refund or claim anything I did not give you.
- Do not decide on a refund, a credit or an exception. That is my call.
- Leave out anything about a client's health, treatment or history. If they gave a health reason, do not repeat it or comment on it.

Give me back:
- The reply, ready for me to edit
- A one-line note on which part of my policy fits their case

When to use it

A client asks why they had to pay a deposit to book a treatment, or writes in to cancel and asks for it back.

When not to

Do not use it to grant or refuse a refund, or to answer a client who says they cancelled for a health reason. Those go to you, and the health detail stays out of the AI tool.

What to paste in

• [CLIENT MESSAGE]: The message as the client sent it, without their name or number. Cut any health reason they gave.
• [DEPOSIT POLICY]: Your deposit policy exactly as clients see it when they book.
• [BOOKING DATES]: The day they booked, the appointment day, and the day they cancelled, if they did.
• [MY TONE]: Three or four words for how you sound, or a reply you have sent before that you liked.

Never paste

• The client's full name, phone number or card details
• Any health reason they gave for cancelling, or the treatment they booked
• Payment records from your card reader or booking app

A filled-in example

CLIENT MESSAGE: I need to cancel Friday, something came up at work. Can I get my deposit back?
DEPOSIT POLICY: A deposit holds treatment appointments. It is refunded in full with 48 hours notice. With less notice it moves to a new date once. It is not refunded for a no-show.
BOOKING DATES: Booked October 2. Appointment Friday October 9 at 1:00 pm. Cancelled Thursday October 8 at 10:00 am.
MY TONE: Clear, kind, firm.

What you should get back

• A plain explanation of your deposit policy in your tone
• If they want an exception, a holding reply that promises nothing
• A note for you on which part of the policy fits their dates
• No refund decided and no health reason repeated

What stays with you

The prompt writes a draft. You decide what happens to it, and nothing should reach a client until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.

Related

• Rebook a client who missed their appointment. A same-day note to a client who did not show, offering a new time, in two versions: one applies your no-show fee and one waives it. You choose.
• Let a member know a payment did not go through. A kind notice to a member or package client whose payment failed, with how to update the card and nothing decided about credits or a pause.
• Build a front desk answer sheet. One page the front desk keeps open: answers to routine questions from your own policies, and a clear line for what goes to the provider or to you.

More: every prompt for med spas, quotes and money, and AI for med spas.

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