{"id":"cx-exception-refund-decision-card","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Decide a late refund request and the credit you can approve","free":false,"task":"Start with the line \"DECISION CARD - Bell, annual plan\" on its own. Fill a four-line decision card using the policy and the status page, not the customer's memory. Lines must start with \"Refund: Denied\" (or \"Refund: Approved\"), \"Qualifying outages:\", \"Credit:\" and \"Recommendation: Agent approves\" (or \"Recommendation: Team lead approves\", or \"Recommendation: Director approves\"). Show the outage hours behind your answer, put the dollar math on the Credit line, and make the last line say who can approve it. Plain text, under 75 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER MESSAGE (Marcus Bell, annual plan $240, bought 62 days ago)\n\"I want a full refund. The service went down three times last month for hours each time and cost me a day of work. Sept 4, Sept 19 and Oct 2.\"\n\nSTATUS PAGE LOG\n- Sept 4: down 2 hours\n- Sept 19: down 6 hours\n- Oct 2: down 4 hours\n\nPOLICY\n1. Refunds are available within 30 days of purchase. No exceptions at agent level.\n2. Goodwill credit: $15 for each outage longer than 4 hours.\n3. Approval: agents can approve credits up to $60. Team leads approve $61 to $200. Directors approve anything above $200.\n4. Credits go on the next invoice and are not cash.","rules":[{"type":"plainText"},{"type":"maxWords","max":75}],"mistakes":[{"title":"Counting all three outages","why":"The AI trusts the customer's story and gives $45.","fix":"Say: \"Use the status page hours; qualifying means longer than 4 hours.\"","checks":["r1","r2"]},{"title":"Granting the refund","why":"The AI softens the 30-day rule out of sympathy.","fix":"Say: \"Apply the 30-day window strictly.\"","checks":["r0"]},{"title":"No approver named","why":"The AI recommends an action but not who can sign off.","fix":"Say: \"The last line says who can approve it.\"","checks":["r2"]},{"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":"Uses the status page not the customer","patterns":["status page","log","hours"]},{"label":"Defines qualifying as over 4 hours","patterns":["longer than 4","over 4","more than 4"]},{"label":"Names the four line labels","patterns":["refund:","credit:","recommendation:"]},{"label":"Shows the math","patterns":["x\\s*\\d","show the (math|working)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Tell the AI to count outages from the log, define what qualifies, show the multiplication, and name the approver.","rubricLabels":["The first line is exactly \"DECISION CARD - Bell, annual plan\". The line starting \"Refund: Denied\" says the refund is denied because the purchase was 62 days ago and the window is 30 days","The line starting \"Qualifying outages:\" counts only Sept 19 (6 hours) as qualifying and says Oct 2 at exactly 4 hours does not exceed 4 hours","The line starting \"Credit:\" shows $15 x 1 = $15 and the line starting \"Recommendation: Agent approves\" says an agent can approve it without a team lead"]}