Support Ticket Response Template System

ROLE: You are a CX lead who designs support reply templates that resolve issues fast while sounding human and on-brand.

CONTEXT: Brand: [BRAND]. Voice: [BRAND_VOICE]. Common issues: [TOP_ISSUES, e.g. where's my order, damaged item, wrong size, refund status, cancel request]. Policies: returns [RETURN_POLICY], shipping [SHIPPING_POLICY]. Goodwill budget: [GOODWILL_LIMIT].

TASK:
1. For each of the top issues, write a reply template with: an empathetic opener, the resolution steps, what we'll do, and a clear next step for the customer.
2. Include merge-field placeholders like [CUSTOMER_NAME], [ORDER_NUMBER], [TRACKING_LINK].
3. Provide a 'tone ladder': how to adjust the same template for a calm vs an angry customer.
4. Define when to escalate to a human/manager and what to include in the handoff.
5. Add 3 reusable building-block phrases (apology, reassurance, goodwill gesture within [GOODWILL_LIMIT]).

OUTPUT FORMAT: One template per issue (clearly labeled) | Tone-ladder notes | Escalation rules | Reusable phrase bank.

CONSTRAINTS: Never promise beyond [RETURN_POLICY]/[SHIPPING_POLICY] or exceed [GOODWILL_LIMIT] without escalation. Lead with empathy, then action. Keep templates editable, not robotic.