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AI automation to build a complaint and dispute pack

Turns scattered emails, receipts and screenshots into a dated timeline, an evidence list, and the policy line that applies, then drafts a firm complaint you send yourself.

Level: Assist.

Trigger

When a refund, repair or complaint has gone nowhere

Setup

about 40 min (estimate)

Before you start

Steps

  1. Put every piece in one place

    Make one label and one private Drive folder. Search mail by the order or case number, and rename each screenshot with its date first, such as 2026-03-10_chat-promise.png. Cover card numbers, account numbers and identity numbers. Labels: https://support.google.com/mail/answer/118708 Drive: https://support.google.com/drive/answer/2375091

    "[order or case number]" OR from:(seller.example)

  2. Build the timeline from the messages

    Paste the messages only. Chat help: https://help.openai.com/en/articles/6825453-chatgpt-custom-instructions

    Build a timeline from the messages and notes I paste. Use only what I paste. One row per event: date, who acted (me or them), what happened in one factual sentence, and the source (email subject or file name). If a date is unclear, write unclear. Quote word for word any promise they made, such as a refund date or a repair date. Do not add events. Do not describe anyone's motives.
Messages: [paste]

  3. Number the days in a sheet

    Row 1 is the header. A = date, B = what happened, C = who, D = evidence file, E = day number. Put this in E2 and fill down, then set column E to Format > Number > Number, or it will show as a date. Day 0 is the earliest date, even if the rows are not sorted. INDIRECT keeps the range on rows 2 to 200 while you fill down. Sheets: https://support.google.com/docs/answer/6000292

    =IF(A2="","",A2-MIN(INDIRECT("A2:A200")))

  4. Find their own rule

    Open the seller's or provider's own returns policy, terms or service promise, and copy the section.

    Here is the policy text and my timeline. Quote the exact sentences that apply, such as the refund window, the repair promise or the response time. For each quote, say which timeline row it relates to. If nothing in the text covers my situation, say so. Do not cite any law. Do not tell me my legal rights.
Policy: [paste]
Timeline: [paste]

  5. Draft the complaint

    This is not legal advice. The draft uses only your facts and their own policy.

    Write a complaint under 250 words, using only the timeline and policy quotes I paste. Structure: one line on what I bought or booked and the reference; the timeline in three to five dated bullet points with day numbers; the policy line, quoted; the one outcome I want: [refund / repair / replacement / written explanation]; and a reply-by date: [date]. Calm and firm. No threats, no insults, no legal claims, no invented facts. End with the attachments listed by file name.

  6. Send it yourself and track it

    Send it from your own email or through their official complaint form, with the files from the evidence list attached. Add a row to the timeline, and put the reply-by date on your calendar. If nothing comes back, the same pack is what you take to the next step you choose: their escalation team, your payment provider, or the official consumer body where you live. Look up the right body yourself. Calendar: https://support.google.com/calendar/answer/72143

Example output

Timeline
- Day 0 (2 March): Ordered a desk lamp. Ref [order ref]. Source: order confirmation.
- Day 7 (9 March): Arrived not working. Source: 2026-03-09_lamp.jpg
- Day 8 (10 March): Support chat: "a refund within 5 working days". Source: 2026-03-10_chat-promise.png
- Day 21 (23 March): No refund. Source: statement line, card number covered.
Policy quote: "Faulty items can be returned within 30 days for a full refund."
Complaint (excerpt): On 10 March your team confirmed "a refund within 5 working days". Thirteen days later, I have not received it. Your returns policy says faulty items can be returned within 30 days for a full refund. Please refund [amount] by 6 April.
Attachments: order confirmation, 2026-03-09_lamp.jpg, 2026-03-10_chat-promise.png

Power move

Quote their promise and their own policy back to them word for word, with day numbers. "Day 21, thirteen days after your team promised a refund within 5 working days" is hard to brush off and easy to escalate. Keeping the chat away from law also keeps it from guessing at rights it can't know. Their own terms are what a front-line agent can act on.

What to check

  • Every timeline row matches a source you can open.
  • Every quote appears word for word in the email or the policy.
  • The draft has no claim you can't prove, and no card, account or identity number.
  • The reply-by date is on your calendar.

What it can't do

This is not legal advice. It does not know the law where you live, cannot tell you whether you will win, and does not send, file or escalate anything. It can misread dates in screenshots. For large sums, injury, or any court or official deadline, speak to a qualified adviser or the official consumer body where you live. Cover card, account and identity numbers before you paste.

Privacy

Paste only the text a chat tool needs. Leave out passwords, account numbers, and identity numbers. The steps link to each tool's own help page when a setting matters.

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