{"id":"acct-customer-partial-dispute-reply-email","audience":"accounting","category":"finance-work","track":"finance","technique":"tone","level":"advanced","title":"Reply to a customer dispute where only part of it is right","free":false,"task":"You're in accounts receivable replying to a customer's dispute. Write a prompt for a plain-text email under 130 words that: admits our billing error on the duplicate invoice and states the credit memo amount; says the other invoice stands and cites the proof of delivery; says the $45 late fee is with a manager for review and promises no outcome; states the undisputed balance and its due date; and ends with exactly \"Tess, Accounts Receivable\".","materialLabel":"Source material (attached to your prompt automatically)","material":"CUSTOMER DISPUTE - Orbit Cafe (contact: Rosa Delgado)\n\nOpen items on statement dated Nov 2:\n- INV-5010, $1,800.00, dated Oct 6, due Nov 20. Rosa says \"we never got this.\" Proof of delivery shows the order signed for by R. Patel on Oct 9.\n- INV-5014, $950.00, dated Oct 13. Rosa says it duplicates INV-5008, which she already paid. AR review confirms the same order was billed twice; credit memo CM-221 for $950.00 was approved Nov 3.\n- Late fee, $45.00, charged Nov 1 on the paid-late INV-5008. Rosa asks for it to be removed. Fee waivers need approval by the AR manager, who is out until Nov 9.\n\nBalance after the credit memo: $1,800.00 undisputed, plus $45.00 late fee under review.\n\nNote: Rosa's email was sharp in tone: \"Your billing is a mess and I'm done.\" She has been a customer for six years and pays reliably most months.","rules":[{"type":"plainText"},{"type":"maxWords","max":130}],"promptHints":[{"label":"Separates the three items","patterns":["inv-5010","inv-5014","late fee"]},{"label":"States the amounts","patterns":["950","1,800","45"]},{"label":"Bans promising the waiver","patterns":["promise","no outcome","review"]},{"label":"Sets the sign-off","patterns":["tess","sign off","sign-off"]},{"label":"Caps length","patterns":["\\d+\\s*words","under \\d+"]}],"mistakes":[{"title":"Admitting everything","why":"The AI concedes all three items to calm the customer.","fix":"Say: \"Admit the duplicate only; INV-5010 stands with proof of delivery.\"","checks":["r0","r1"]},{"title":"Promising the fee waiver","why":"The AI says the fee will be removed.","fix":"Add: \"The late fee is with a manager; promise no outcome.\"","checks":["r2"]},{"title":"Defensive tone","why":"The AI argues back.","fix":"Add: \"Calm, respectful, no blame on the customer.\"","checks":["r0"]},{"title":"Wrong sign-off","why":"The AI adds Best regards.","fix":"Add: \"End exactly with: Tess, Accounts Receivable.\"","checks":["r2"]},{"title":"Markdown extras","why":"The AI adds bold labels, headings and a closing note.","fix":"Say: \"Plain text, no bold. Output only the lines asked for.\"","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and runs past word limits.","fix":"Ask for fewer words than the real cap and keep each part short.","checks":["maxWords"]}],"hint":"Each item gets its own answer. Say what we admit, what stands, and what we cannot promise.","rubricLabels":["The email says the duplicate billing of INV-5014 was our error and states the credit memo CM-221 for $950","It says INV-5010 for $1,800 stands, citing proof of delivery signed on Oct 9, and states the undisputed $1,800 is due Nov 20","It says the $45 late fee is being reviewed by a manager without promising or refusing removal, and ends with exactly \"Tess, Accounts Receivable\""]}