Five dispute-preventing macros: the WISMO answer (specific tracking status + date, never 'soon'), the delayed-order proactive (new date + cancel option), the missing-delivery response (immediate action + timeline), the refund-status answer (processed date + bank-lag explanation), and the damage/quality intake (remedy menu, no interrogation). The shared principles: specificity beats reassurance, and every macro ends with what happens next and when.
The five macros
- WISMO: 'Your order shipped [date] via [carrier] — tracking shows [status] as of today, arriving by [date]. Track live here: [link].' Specific status + specific date. 'It should arrive soon' is dispute fuel.
- Delay proactive: 'Your order is delayed — new arrival estimate [date]. If that doesn't work, one click here cancels with a full refund.' The offered exit defuses and becomes evidence.
- Missing delivery: 'Tracking shows delivered but you don't have it — we're on it. We've opened a carrier trace today; if it doesn't surface within 3 business days we'll [reship/refund] immediately.' Action + deadline, not skepticism.
- Refund status: 'Your refund of [amount] processed on [date] (ref [#]). Banks post these in 5–10 business days — typically appearing by [date].' Kills the refund-lag dispute.
- Quality intake: 'Sorry it arrived that way. Pick what works: replacement shipped today, or full refund.' Menu, not interrogation — friction here feeds the dispute button.
The phrasing principles
Specificity beats warmth: dates, references, statuses. Money anxiety wants certainty, and banks offer it in two taps — your macros compete with that.
Every macro ends with what-happens-next-and-when. Open loops ('we'll look into it') are where tickets die and disputes germinate.
And every macro interaction logs to the order — peak-season ticket notes are Q1 dispute evidence. A refused remedy documented in November wins a quality dispute in February. Aurai pulls those threads into rebuttals automatically.
Frequently asked questions
What's the worst support phrase for dispute risk?
'It should arrive soon.' Vague reassurance on a money-anxiety ticket sends customers to the certainty their bank offers. Specific dates and statuses hold them.
Should macros offer refunds preemptively?
The quality-intake macro should offer a remedy menu including refund — the choice architecture resolves tickets that interrogation escalates into disputes.
Post reflects public documentation and industry surveys as of the publish date. Win rates and other figures are indicative ranges, not guarantees and not Aurai results; outcomes vary by merchant, evidence, and issuer. Visa, Mastercard, American Express, Discover, Stripe, PayPal, and Shopify are trademarks of their respective owners; Aurai is independent and not endorsed by any of them. Network rules change — always verify current official rules before acting on any specific tactic.