{"id":"cx-approval-request-manager-three-lines","audience":"customer-support","category":"support-work","technique":"audience","track":"support","level":"beginner","title":"Ask a manager to approve a refund in three lines","free":false,"task":"Write an approval request for your manager, Priya. Exactly three lines starting \"Request:\", \"Policy check:\" and \"Recommend:\". Plain text, under 60 words. Recommend must be exactly one of Approve or Decline, followed by a reason of 8 words or fewer.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #8123, customer Mateus Silva\nOrder: Trailhead 40L backpack, $148, delivered Oct 14. Return requested Nov 6.\nReason given: 'Zipper broke on the second trip.' Photo attached: clear photo of a split zipper.\n\nPOLICY: Refunds up to $100 can be approved by agents. Refunds over $100 need manager approval. Defects are covered within 60 days of delivery with a photo. Normal returns are 30 days.\n\nCalendar: Oct 14 to Nov 6 is 23 days.\n\nAgent comment: 'He sounds annoyed but fair.'\nPrevious refunds for this customer: none.","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Skipping the limit","why":"The AI doesn't say why manager approval is needed.","fix":"Say: \"Policy check: the $100 agent limit and the 60-day defect rule.\"","checks":["r1"]},{"title":"Long reason","why":"The AI writes a paragraph after Recommend.","fix":"Say: \"Reason 8 words or fewer.\"","checks":["r2"]},{"title":"Free-form message","why":"The AI writes a chatty email to Priya.","fix":"Name the three labels.","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":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Names the labels","patterns":["request:","policy check:","recommend:"]},{"label":"Limits the reason","patterns":["8 words","approve or decline"]}],"hint":"A manager approving something wants the amount, the rule and a clear recommendation, in that order.","rubricLabels":["The output is exactly three lines starting Request:, Policy check: and Recommend:","Request states a $148 refund for the backpack with the broken zipper, and Policy check says it is over the $100 agent limit and the defect is within 60 days with a photo","Recommend is Approve followed by a reason of 8 words or fewer"]}