A practical kit for small shops and service operators who get “I want my money back.” You get a one-page decide-first rule, 14 copy-paste emails (acknowledge, troubleshoot, approve, partial, deny, duplicate charge), a short policy paragraph, and a ChatGPT prompt to rewrite each line in your voice. No guilt. No all-sales-final rant. Swap in the order, send the same day, then stop.