{"id":"cx-cancel-request-no-hard-sell","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Process a cancellation without a hard sell","free":false,"task":"You work support at Streamly. Reply to Ben in plain text, under 65 words, with no exclamation marks. First line exactly \"Hi Ben,\" and last line exactly \"Lucas, Streamly Support\". Confirm the cancellation date, mention the pause option in one sentence, and offer no discount. Do not write \"sorry to see you go\".","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #5521 (Nov 6)\nBen Ortiz wrote: \"Please cancel my subscription. I'm moving abroad and won't need it. Thanks for everything.\"\n\nACCOUNT: Monthly plan, $9.99 per month, billed on the 1st. Paid through Nov 30.\n\nPOLICY:\n- A cancellation takes effect at the end of the paid period. The customer keeps access until then. No refund for the partial month.\n- Pause option: a customer can pause for up to 3 months and keep their playlists and history.\n- Retention offer: 30% off for 3 months. Only for customers who say price is the reason they are leaving.\n\nBen did not mention price. His account has 340 saved playlists.","rules":[{"type":"plainText"},{"type":"maxWords","max":65}],"mistakes":[{"title":"Pushing the retention offer","why":"The policy lists a 30% offer and the AI uses it.","fix":"Say: \"Offer no discount. He didn't mention price.\"","checks":["r2"]},{"title":"Missing the date","why":"The AI says 'it will be cancelled soon'.","fix":"Say: \"State the exact date: Nov 30, access until then.\"","checks":["r1"]},{"title":"Generic open and close","why":"The AI writes 'Dear Ben' and 'Best regards'.","fix":"Give both lines exactly.","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":"Sets the exact lines","patterns":["hi ben","lucas","last line"]},{"label":"Bans the discount","patterns":["no discount","don.t offer","do not offer"]}],"hint":"A good cancellation reply is clear and short. Give the date, mention the pause once, and leave out offers that don't apply.","rubricLabels":["The first line is exactly \"Hi Ben,\" and the last line is exactly \"Lucas, Streamly Support\"","States that the cancellation takes effect Nov 30 and that he keeps access until then, with no partial-month refund","Mentions the pause option (up to 3 months, keeps playlists) in one sentence, mentions no discount or 30%, has no exclamation marks, and does not say \"sorry to see you go\""]}