Why this matters
AI summaries need source-backed support promises
Customers ask direct questions: “Do they offer refunds?”, “How fast do they respond?”, “Is there a warranty?”, “Who handles urgent problems?” If the website buries or overstates the answer, AI search tools may quote a confusing policy. A support policy page should make real boundaries visible without inventing guarantees.
- Name the policy owner: who approves support, refund, warranty, cancellation, and escalation language?
- List the exact promise: response window, eligibility, exclusions, fees, dates, documents, or review steps.
- Show the source: contract, invoice terms, service agreement, help-center article, or owner-approved FAQ.
- Add a stop rule: require human review before AI drafts or publishes exceptions, legal language, pricing, refunds, or safety claims.
Copy/paste support policy worksheet
| Policy area | Question buyers ask | Source-of-truth field | Human-review rule |
|---|---|---|---|
| Response window | How quickly will someone reply? | Business hours, after-hours rules, emergency route, holiday exceptions | Owner/ops review before publishing or automating replies |
| Refunds or cancellations | Can I cancel, reschedule, or get a refund? | Approved policy, timing cutoff, fees, exceptions, payment processor notes | Owner/bookkeeper/legal review for money-related language |
| Warranty or callbacks | What happens if the problem returns? | Warranty duration, excluded work, required documentation, safety exceptions | Qualified manager review before promising coverage |
| Escalations | Who handles urgent or sensitive issues? | Escalation owner, contact channel, response priority, safety stop rule | Manager review before AI drafts customer-facing commitments |
| AI/chatbot limits | Can the AI assistant make decisions? | Approved AI use, handoff triggers, data boundary, forbidden topics | Human review for exceptions, policies, refunds, legal, HR, finance, or safety |
Prompt to audit a support policy page
You are auditing a small-business support policy page for clarity in Google and AI search. Use only the text and facts I provide. Do not invent refunds, warranties, service guarantees, legal requirements, safety rules, or response times. Return: unclear promise, missing source, buyer question it affects, risk if AI summarizes it incorrectly, and a safer human-reviewed rewrite.Pair this with the AI Search Trust Center Checklist, AI Search Pricing Page Checklist, and AI Tool Data Boundary Worksheet.
Paid playbook
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