Naming the mix-up gently, “two similarly named plugins,” instead of flatly denying it’s yours keeps this from sounding like you’re brushing them off. If your product genuinely doesn’t do what they need, say so plainly rather than being vague about it, they’ll find out either way and a straight answer now costs less trust.
Support
Respond to a customer confusing your plugin with a competitor's
A scenario prompt for correcting a mix-up with a similarly named plugin, without making the customer feel foolish about it.
Works with Claude / GPT530 uses★ 4.1
The prompt
support-competitor-confusion
A ticket comes in: "Why doesn't the bulk redirect import feature work? I followed your documentation but I can't find the import button anywhere in settings." Your product is "SEO Ranker." The documentation and screenshots the customer describes actually belong to a similarly named competitor, "SEO Booster Pro," which has a bulk redirect import feature yours doesn't. Write the reply, as the support lead. Requirements: - Don't lead with "that's not our plugin," it reads as dismissive before the customer even understands what happened. Lead with the specific feature they're describing and gently identify the mix-up: two similarly named plugins, easy mistake, especially if they were following search results or a tutorial video. - Confirm plainly what your plugin actually does and doesn't do around redirects, be specific, not just "we don't have that," so they're not left wondering if it's hidden somewhere. - If a workaround exists in your plugin for a similar outcome, even a more manual one, mention it once. Don't force a pitch for a paid upgrade in this reply. - Don't disparage the competitor or guess at why they confused the two; just clarify and move on. - Keep it under 100 words, friendly, no implication that the customer should have known better.