Privacy-safe reply checklist
Customer support replies often contain details that should not be copied into public reviews, shared examples, screenshots, or prompt fields. Use this checklist before publishing or reusing a customer reply.
Sensitive detail checklist
- Remove email addresses, phone numbers, physical addresses, and full customer names when not required.
- Mask order IDs, ticket IDs, booking references, invoice numbers, payment references, and tracking numbers.
- Do not include exact refund amounts, payment method details, or internal fraud/risk notes in public text.
- Keep public review replies general and move account-specific follow-up to private support.
- Remove internal comments such as "VIP", "chargeback risk", "do not refund", or staff-only notes.
- Use placeholders like [order number], [email], [date], or [policy result] when creating reusable examples.
Safe example format
Customer: [name removed] Order: [order number] Issue: shipping delay Safe reply fact: We will send the next update by [date/time].
Use with ReplyPolish
Turn on sensitive detail masking before drafting. After generation, still review the final reply manually because no local pattern check can understand every private business detail.