{"id":"cs-pause-request-eligibility-checks","audience":"customer-success","category":"support-work","technique":"verification","track":"support","level":"intermediate","title":"Check a subscription pause request against four conditions","free":false,"task":"Check the request against the four pause conditions. Output four lines labeled \"1.\" to \"4.\", each ending \"Pass\" or \"Fail\" with the evidence after a dash, then a last line \"Recommendation:\" with Approve or Decline for the director to decide. Where sources disagree, use the newer one. Plain text, under 120 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"PAUSE POLICY - a pause can be approved when all four are true:\n1. The customer is on an annual plan.\n2. At least 90 days remain in the term when the pause starts.\n3. No invoice is overdue.\n4. The pause is 1 to 3 months long, and it is the first pause in this term.\n\nREQUEST (Nov 4): Cormac at Fernhill Gym asks to pause from Jan 1 for 3 months.\nCRM plan field: Monthly (not updated since 2025).\nSigned order form, May 3, 2026: annual plan, term May 1, 2026 to Apr 30, 2027.\nBilling: invoice INV-2218 ($1,900) was marked overdue on Oct 24. Update Nov 5: payment received in full.\nHistory: Fernhill has not paused before.\nDay count: Jan 1, 2027 to Apr 30, 2027 is 119 days.","rules":[{"type":"plainText"},{"type":"maxWords","max":120}],"mistakes":[{"title":"Trusting the CRM field","why":"The AI says the plan is monthly and fails condition 1.","fix":"Say: \"Where sources disagree, use the newer one: the signed order form.\"","checks":["r1"]},{"title":"Missing the payment update","why":"The AI fails condition 3 on the overdue flag.","fix":"Say: \"Use the Nov 5 payment update.\"","checks":["r1"]},{"title":"Giving a verdict without evidence","why":"The AI writes only Pass or Fail.","fix":"Say: \"Show the evidence after a dash on each line.\"","checks":["r0"]},{"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: Condition 2 is Pass with 119 days remaining, condition 4 is Pass (3 months, first pause), and the Recommendation is Approve.","checks":["r2"]}],"promptHints":[{"label":"Fixes the line format","patterns":["pass","fail","1\\."]},{"label":"Newer source wins","patterns":["newer","latest","most recent"]},{"label":"Asks for evidence","patterns":["evidence","after a dash","working"]},{"label":"Keeps the director as decider","patterns":["director","recommendation"]},{"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":"When systems disagree, tell the AI which source wins and ask for evidence on every check.","mission":"Check whether a subscription pause request meets all four conditions.","musts":["Pass or Fail with evidence","Newer source wins","Director makes final call"],"rubricLabels":["The output has four lines labeled 1. to 4. each ending with Pass or Fail, followed by a last line starting \"Recommendation:\"","Condition 1 is Pass using the signed order form (annual) rather than the CRM field, and condition 3 is Pass because INV-2218 was paid on Nov 5","Condition 2 is Pass with 119 days remaining, condition 4 is Pass (3 months, first pause), and the Recommendation is Approve"]}