Write a Support Macro Library

Build a support macro library for these scenarios:

Product: [PRODUCT NAME]
Tone: [EMPATHETIC / DIRECT / FORMAL]
Channels: [EMAIL, CHAT, TICKET]
Common issues: [LIST 5 TO 8 ISSUE TYPES]
Policies agents must follow: [REFUND, SLAS, ESCALATION RULES]
Variables agents can fill: [CUSTOMER NAME, ORDER ID, PLAN, ETC.]

Requirements:
1. Write one reusable macro per issue type with clear placeholders in [BRACKETS].
2. Keep each macro under 120 words unless policy requires more detail.
3. Include when to escalate and what not to promise.
4. Add a short internal note for agents under each macro.
5. Stay consistent with the stated tone and policies.

Deliverables:
1. A macro library table: issue, macro body, escalation note.
2. A shared greeting and closing block.
3. Three tips for personalizing macros without breaking policy.