{"id":"agent-cs-ticket-queue-refund-limits","audience":"customer-support","category":"agents","track":"agents","technique":"constraints","title":"Brief a support agent to work a ticket queue within refund limits","free":false,"task":"You lead a support team and want an AI agent to clear the morning queue. Write its brief: it may refund up to $50 on its own, anything larger goes to ASK_HUMAN, account deletion requests go to escalate(ticket, privacy) and are never done by the agent, and replies are drafts only. Output exactly 7 numbered plain-text lines: one line per ticket in order with its single most important action, then a DONE line.","materialLabel":"Support queue and actions (attached to your prompt automatically)","material":"Pebble & Pine (home goods) - support queue, Friday 8:00 a.m.\n\nT1 - Marisol V.: \"My vase arrived in pieces. Photo attached. Order #4410, $38. Can I get a refund?\"\nT2 - Greg H.: \"I want to return the sofa cover I bought 45 days ago. $240. It just doesn't match.\" (Return window: 30 days.)\nT3 - Ana P.: \"Where is my order #4471? It's been a week.\" (Tracking: delivered yesterday 2:14 p.m., left at front door.)\nT4 - Kyle D.: \"My $129 lamp never showed up. Tracking hasn't moved in 12 days. If this isn't fixed today I'm filing a chargeback.\"\nT5 - Priyanka S.: \"Please delete my account and all my data.\"\nT6 - growthleads@fastmail.biz: \"We can 10x your store's traffic! Reply for a free audit.\"\n\nAvailable actions:\nrefund(ticket, amount)\ndraft_reply(ticket, body)\nsend_reply(ticket, body)\nescalate(ticket, team)\ndelete_account(customer)\nclose_ticket(ticket)\nASK_HUMAN(question)\nDONE(summary)","rules":[{"type":"numberedItems","count":7},{"type":"plainText"}],"promptHints":[{"label":"Sets the refund limit","patterns":["\\$?50","refund"]},{"label":"Routes deletions","patterns":["delet","privacy","escalat"]},{"label":"Says draft, never send","patterns":["draft","never send","don'?t send"]},{"label":"One line per ticket","patterns":["one line per","each ticket","per ticket"]},{"label":"Shows the action-log format","patterns":["action:","action log","numbered","\\b1\\.","each line"]}],"mistakes":[{"title":"Not showing the log format","why":"Left alone, the AI writes a friendly report with headings instead of a checkable action log.","fix":"Show it literally: \"Format every line like 1. ACTION: tool(args), then ASK_HUMAN: and DONE: lines. Plain text.\"","checks":["numberedItems","plainText"]},{"title":"Not giving the refund limit","why":"The AI refunds whoever sounds most upset, including the $129 chargeback threat.","fix":"Add: \"Refund up to $50 yourself. Anything more goes to ASK_HUMAN.\"","checks":["r0"]},{"title":"Letting it delete accounts","why":"A deletion request looks simple, so the AI just does it, and it can't be undone.","fix":"Add: \"Never delete accounts. Use escalate(ticket, privacy).\"","checks":["r1"]},{"title":"Letting it send replies","why":"Given send_reply, the AI answers customers directly with no review.","fix":"Add: \"Replies are draft_reply only. Never send.\"","checks":["r2"]}],"hint":"Support agents need a clear line between what they can do alone and what needs a person. Give the dollar limit, the deletion rule and the reply rule.","rubricLabels":["Refunds T1 ($38) directly, and sends T2 ($240) and T4 ($129) to ASK_HUMAN instead of calling refund for them","T5's deletion request goes to escalate(T5, privacy), and there is no delete_account line","T3 gets a draft_reply that mentions tracking shows the order was delivered yesterday, and there is no send_reply line anywhere"]}