[Negitivefrags]

This kind of thing is generally true in a whole lot of areas. I notice with our customer support for example, if an initial email will be loaded with vitriol and hate. If something is sent to a customer that looks anything like a "form" response in reply it will do nothing to calm them down.

If the same content is rephrased in a "custom" way, chargebacks get cancelled, and you will start to get praise for having amazing customer support even if the resolution is the same and even if the final decision isn't what the customer actually wanted in the first place!