{"id":"cs-cancellation-request-acknowledgment-email","audience":"customer-success","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Acknowledge a cancellation request without a save attempt","free":false,"task":"Write the reply from Mei to Pia. Subject line first (under 8 words), then \"Hi Pia,\". Confirm you received her request and the date, say the contracts team will confirm in writing by Nov 13, and ask one optional question about what led to the decision. No save offers, discounts or persuasion, and do not say how the contract notice works. End with \"Mei\". Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"EMAIL RECEIVED Nov 6, 4:12pm - from Pia Larsen, owner, Skylark Bakery\n\"We have decided to cancel before the renewal on Jan 15. Please confirm you got this.\"\n\nINTERNAL NOTES\n- Skylark has been a customer for 2 years, 6 seats, ARR $9,000. Health Yellow since August (low usage after a staff change).\n- AE Dan wrote in Slack: \"Offer her 20% off, that usually works.\"\n- Process: all cancellation requests go to the contracts team, who confirm in writing within 5 business days. Nov 13 is within that window.\n- Contract notice terms are handled by Legal and the contracts team; CSMs do not interpret them.\n- Mei Haddad is the CSM.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Making a save offer","why":"The AI follows the AE's 20% suggestion.","fix":"Say: \"No save offers, discounts or persuasion.\"","checks":["r2"]},{"title":"Explaining the contract","why":"The AI says whether the notice is on time.","fix":"Say: \"Do not say how the contract notice works.\"","checks":["r2"]},{"title":"Missing the dates","why":"The AI writes \"we received your note\".","fix":"Say: \"State the Nov 6 receipt date and the Nov 13 written confirmation.\"","checks":["r1"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]},{"title":"Leaving a requirement unstated","why":"The AI follows its own defaults unless the prompt spells this out.","fix":"State it plainly in your prompt: the first line is a subject under 8 words, then 'Hi Pia,', and the email ends with 'Mei'.","checks":["r0"]}],"promptHints":[{"label":"Greeting and sign-off","patterns":["hi pia","mei"]},{"label":"Dates","patterns":["nov 6","nov 13"]},{"label":"One optional question","patterns":["one (optional )?question","optional"]},{"label":"Bans save offers","patterns":["no (save|discount)","no offers","persuasion"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"Acknowledging a cancellation is about speed and respect. State what you will confirm, and rule out persuasion.","mission":"Confirm to Pia that her cancellation request was received.","musts":["Contracts confirm by Nov 13","No save offers","One optional question"],"rubricLabels":["The first line is a subject under 8 words, then \"Hi Pia,\", and the email ends with \"Mei\"","It confirms the request was received on Nov 6 and says the contracts team will confirm in writing by Nov 13","It asks exactly one optional question about what led to the decision, and has no discount, save attempt, persuasion or statement about contract notice terms"]}