{"id":"acct-duplicate-payment-refund-email","audience":"accounting","category":"finance-work","track":"finance","technique":"tone","level":"beginner","title":"Write a customer refund confirmation with the date from the policy","free":false,"task":"You're confirming a refund to a customer who paid an invoice twice. Write a prompt for a plain-text email under 90 words that starts with \"Hi Carla,\" and ends with the line \"Billing Team\". It states the duplicate payment date and amount, the refund amount, and the date it will be issued by, and asks her to reply to confirm the bank account on file is still correct. Never ask for account numbers by email and don't mention internal causes. No bullets or numbering.","materialLabel":"Duplicate payment record and refund policy (attached to your prompt automatically)","material":"REFUND RECORD - Pinewood Dental (contact: Carla Singh)\n\nInvoice INV-3301, $1,200.00, due Oct 9.\nPayments received: $1,200.00 by ACH on Oct 5, and another $1,200.00 by ACH on Oct 9. The second payment is a duplicate.\nRefund of $1,200.00 approved by the AR manager on Wed Nov 4, 2026.\n\nREFUND POLICY: refunds are issued by ACH to the bank account on file within 10 business days of approval. Business days exclude weekends and company holidays. There are no company holidays between Nov 4 and Nov 18, 2026. The customer confirms the account on file by replying; bank details are never requested or accepted by email.\n\nInternal note: the duplicate happened because the customer's autopay and a manual payment both ran, and our system didn't flag it. The email should not discuss internal systems.","rules":[{"type":"plainText"},{"type":"maxWords","max":90},{"type":"maxBullets","max":0}],"promptHints":[{"label":"Names the reader","patterns":["carla","pinewood"]},{"label":"Includes amount and date","patterns":["1,200","nov 18","oct 9"]},{"label":"Asks for confirmation","patterns":["confirm.*account on file","reply"]},{"label":"Bans internal causes","patterns":["(do not|don'?t).*(internal|autopay)"]},{"label":"Caps length","patterns":["\\d+\\s*words","plain"]}],"mistakes":[{"title":"Wrong refund date","why":"The AI says 'within 10 days' or picks a calendar date.","fix":"Add: \"Refund issued by Nov 18 (10 business days after Nov 4).\"","checks":["r1"]},{"title":"Asking for bank details","why":"The AI asks for the account number by email.","fix":"Add: \"Never ask for account numbers by email; ask her to reply to confirm.\"","checks":["r2"]},{"title":"Explaining the cause","why":"The AI says autopay and manual payments collided.","fix":"Add: \"Do not mention internal causes, autopay or our systems.\"","checks":["r2"]},{"title":"Wrong greeting or sign-off","why":"The AI uses 'Dear customer' and a personal name.","fix":"Add: 'Start with \"Hi Carla,\" end with the line: Billing Team.'","checks":["r0","maxBullets","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 line short.","checks":["maxWords"]}],"hint":"A refund email needs the policy date, a confirmation request without bank details and no internal explanations.","rubricLabels":["Starts with \"Hi Carla,\" and ends with the line \"Billing Team\"","States the duplicate $1,200.00 payment received Oct 9 and the $1,200.00 refund to be issued by Nov 18 (10 business days after Nov 4)","Asks Carla to reply to confirm the bank account on file, doesn't ask for account numbers by email, and doesn't mention autopay or internal systems"]}