{"id":"cx-angry-double-charge-reply","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Reply to an angry customer about a double charge, within policy","free":false,"task":"Dana Whitfield says she was charged three times and wants all three refunded. Write your reply email. Open by naming her exact problem (no \"I understand your frustration\" or apology opener), confirm which charge was the duplicate and that it was already refunded, and politely say the February charge is her normal monthly bill. Under 110 words, plain text, signed exactly \"Maya, Billing Support\".","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #48213  |  Priority: High  |  Channel: Email\nFrom: Dana Whitfield <dana.w@whitfieldstudio.example>\nSubject: CHARGED THREE TIMES?!?!\n\nI just looked at my card statement and you people have charged me THREE times. This is ridiculous. I run a small studio and I don't have time for this. I want all three refunded today or I'm disputing every one of them with my bank.\n\n--- Billing system lookup (account WS-2210, Pro Monthly, $49/month) ---\nFeb 03  $49.00  Pro Monthly renewal       PAID\nMar 03  $49.00  Pro Monthly renewal       PAID\nMar 03  $49.00  Pro Monthly renewal       PAID - DUPLICATE (gateway retry)\nMar 04  -$49.00 Refund of duplicate       ISSUED, ref RF-55210\nNote: refunds take 5-7 business days to show on the card statement.\n\n--- Internal note (Leo, yesterday) ---\nCustomer called, line dropped before I could explain. Has been a customer since 2023, never had a billing issue before.","rules":[{"type":"maxWords","max":110},{"type":"plainText"}],"mistakes":[{"title":"Opening with a stock apology","why":"AI starts angry-customer replies with \"I understand your frustration\", which sounds scripted to someone already upset.","fix":"Add: \"Open by naming her exact problem. No apology or empathy opener.\"","checks":["r0"]},{"title":"Refunding everything","why":"Asked to calm an angry customer, the AI gives in and promises all three refunds.","fix":"Say: \"The February charge is her normal bill. Explain it, don't refund it.\"","checks":["r1"]},{"title":"No sign-off given","why":"The AI invents a name or ends with \"Best regards, [Your Name]\".","fix":"Give the exact sign-off: \"Sign it Maya, Billing Support.\"","checks":["r2"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over 110 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","checks":["maxWords"]},{"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"]}],"promptHints":[{"label":"Bans the stock apology","patterns":["frustrat","no apolog","don't (open|start) with","name (her|the) (exact )?problem"]},{"label":"Explains the February charge","patterns":["feb","normal (bill|charge)","monthly bill"]},{"label":"Gives the sign-off","patterns":["maya","sign"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count|cap)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"An angry customer needs proof you looked. Tell the AI which charge was the real duplicate, what to say about the others, and how to open and close.","rubricLabels":["The first sentence names the specific problem (being charged more than once for the March renewal) and the reply does not open with a generic apology line like \"I understand your frustration\" or \"I'm so sorry\"","Says the duplicate March 3 charge was already refunded (ref RF-55210) and should show in 5-7 business days, and explains the February 3 charge is her normal monthly bill, not refunding it","Ends with exactly the sign-off \"Maya, Billing Support\" and promises no extra refund, credit or discount"]}