{"id":"acct-overpayment-refund-call-script","audience":"accounting","category":"finance-work","track":"finance","technique":"audience","level":"intermediate","title":"Script a call offering two ways to settle an overpayment","free":false,"task":"You're calling a customer who overpaid. Write a prompt for a spoken script under 120 words, plain text, that states the overpayment with its math, offers both options with dollar amounts (refund all of it, or apply part to the open invoice and refund the rest), says the refund goes out five business days after the customer confirms in writing, and never asks for bank details on the phone. Start with \"Hi Marcus,\".","materialLabel":"Source material (attached to your prompt automatically)","material":"CUSTOMER ACCOUNT - Tolliver Print (contact: Marcus Webb)\n\nInvoice INV-3088: $3,000.00, paid\nPayment received Oct 14 by check: $4,250.00\nOverpayment: unapplied credit sitting on the account\nOpen invoice INV-3102: $800.00, due Nov 20\nRefund method on file: original payment method (check). Refunds are issued five business days after written confirmation from the customer.\nOur bank details are never discussed by phone. Callbacks to Marcus: 555-0142.\n\nCollections note: Marcus said by email on Oct 20 that he thinks we may have paid twice for something but did not say which. The overpayment appeared when the check for $4,250 was applied. Tolliver Print is a long-time customer with no disputes. Our finance team is open Monday to Friday, 8 to 5. The customer prefers calls in the morning and usually answers on the second try.","rules":[{"type":"plainText"},{"type":"maxWords","max":120}],"promptHints":[{"label":"Sets the opening line","patterns":["hi marcus","start with"]},{"label":"Asks for both options","patterns":["both","option","apply"]},{"label":"Gives the timing rule","patterns":["five business days","written"]},{"label":"Bans bank-detail requests","patterns":["bank","never ask"]},{"label":"Caps length","patterns":["\\d+\\s*words","under \\d+"]}],"mistakes":[{"title":"Missing the second option","why":"The AI offers only a refund.","fix":"Say: \"Offer both: refund $1,250, or apply $800 to INV-3102 and refund $450.\"","checks":["r1"]},{"title":"Skipping the math","why":"The AI says \"you overpaid\" with no figures.","fix":"Add: \"State the overpayment as $4,250 - $3,000 = $1,250.\"","checks":["r0"]},{"title":"Promising a date","why":"The AI says the refund arrives by a calendar date or asks for banking info.","fix":"Add: \"Five business days after written confirmation; never ask for bank details.\"","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":"A call script is spoken: short sentences, numbers said clearly. Spell out both choices and the timing rule.","rubricLabels":["The script starts with \"Hi Marcus,\" and states the overpayment as $4,250 - $3,000 = $1,250","It offers option one (refund the full $1,250) and option two (apply $800 to INV-3102 and refund $450)","It says the refund is issued five business days after Marcus confirms in writing and never asks for bank or account details"]}