human by default.

AI can help you write to customer support. Just check that “make this sound professional” hasn’t turned a simple question into an argument.

Say your parcel was due yesterday.

This would do

Hi, my order #12345 was due yesterday but hasn’t arrived. The tracking hasn’t changed since Monday. Could you check what’s happening?

Thanks!

AI might turn it into this

I am writing to express my dissatisfaction regarding order #12345, which has not arrived despite being due yesterday. The tracking has not been updated since Monday.

As a paying customer, I find this unacceptable. I expect an immediate explanation and a satisfactory resolution without further delay.

Both describe the same late parcel. The second sounds as though you’ve already been given the runaround, even if you haven’t spoken to anyone yet.

Give them a chance to help.

The person reading your email may be perfectly happy to sort it out. But a message full of demands can make them feel they need to defend themselves first. Their reply gets more formal, you wonder why they’re being difficult, and the next email gets a little sharper.

You only wanted to know where your parcel was.

Tell them what happened and what you need. An order number, a screenshot or a couple of useful details will give them more to work with than a long explanation of how disappointed you are.

There’s nothing wrong with getting help writing.

If AI helps you translate, organize your thoughts or write when that’s difficult, use it. You don’t owe anyone perfect wording or an explanation of how you wrote your message. Just read it before sending and check that it says what you meant.

You could ask it:
“Help me explain this clearly. Keep it friendly, and don’t add complaints or demands I haven’t made.”

And sometimes you do need to complain.

If you’ve been ignored or a problem keeps going unresolved, a firmer message may be entirely reasonable. Nobody’s asking you to put up with bad service. This is about the first few messages, before you know whether there’s a dispute at all.

And if you work in support, the same applies to your replies. A customer shouldn’t have to sound cheerful to get help.