{"id":"cx-gym-freeze-request-reply","audience":"customer-support","category":"support-work","technique":"context","track":"support","level":"beginner","title":"Reply to a membership freeze request that is too late","free":false,"task":"Reply to Tariq in plain text, under 85 words. First line exactly \"Hi Tariq,\" and last line exactly \"Lena, FitHub Member Care\". Tell him what happens on Nov 15 and when the freeze actually starts. Do not offer to waive the freeze fee.","materialLabel":"Your material (attached to your prompt automatically)","material":"FITHUB MEMBERSHIP RULES\n- A freeze needs a request at least 14 days before the member's next billing date to take effect that cycle. A later request applies from the following cycle.\n- A frozen membership costs $10 per month and pauses all other charges. Minimum freeze is 1 month.\n- Freezes cannot be backdated.\n\nTICKET #3318 (Nov 9)\nTariq Hassan, billing date the 15th, regular fee $49/month.\n\"I'm having surgery and can't train for 2 months. Please freeze me starting this month. I don't want to be billed on the 15th.\"\n\nAgent note: Tariq has been a member for 4 years. A manager once waived the freeze fee for a long-time member.","rules":[{"type":"plainText"},{"type":"maxWords","max":85}],"mistakes":[{"title":"Backdating the freeze","why":"The AI wants to help and promises to freeze him from this month.","fix":"Say: \"A freeze cannot be backdated. State when it really starts.\"","checks":["r1"]},{"title":"Waiving the fee","why":"The agent note about a past waiver tempts the AI to offer one.","fix":"Add: \"Do not offer to waive the fee.\"","checks":["r2"]},{"title":"Generic greeting and sign-off","why":"The AI writes 'Dear Tariq' 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 first and last line","patterns":["hi tariq","lena","last line","exactly"]},{"label":"States the dates","patterns":["nov 15","dec 15","14 days"]}],"hint":"Policies with dates need the AI to work out the real start. Give the rule, the exact lines, and what not to offer.","rubricLabels":["The first line is exactly \"Hi Tariq,\" and the last line is exactly \"Lena, FitHub Member Care\"","Says he will still be billed $49 on Nov 15 because the request came less than 14 days before billing, and the freeze starts with the Dec 15 cycle","States the freeze costs $10 per month and does not offer to waive the fee or promise a backdated freeze"]}