{"id":"cx-late-cancel-fee-reply-salon","audience":"small-business","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Explain a late-cancellation fee kindly without waiving it","free":false,"task":"You run Glow Studio. Reply to Priya in plain text, under 75 words. First line exactly \"Hi Priya,\" and last line exactly \"Glow Studio\". Explain the $20 fee and why, say it is charged to the card on file, and include the placeholder [booking link] to rebook. Do not offer to waive it.","materialLabel":"Your material (attached to your prompt automatically)","material":"CANCELLATION (Nov 6, 9:05 AM): Priya Menon cancelled her 2:00 PM hair appointment today by text. \"Sorry, something came up. Hope there's no fee.\"\n\nGLOW STUDIO POLICY\n- Cancel at least 24 hours ahead: no fee.\n- Cancel within 24 hours: $20 late-cancellation fee, charged to the card on file.\n- First late cancellation: the fee is waived once. (Priya's record: she has a late cancellation on Sep 12, so the waiver was already used.)\n- Rebooking: online at [booking link].\n\nOwner's comment: 'She's a regular, just waive it.' (The policy and her record say no.)\nThe appointment was 4 hours 55 minutes away when she cancelled.","rules":[{"type":"plainText"},{"type":"maxWords","max":75}],"mistakes":[{"title":"Waiving the fee","why":"The owner's comment suggests waiving it for a regular.","fix":"Add: \"Do not offer or hint at waiving it.\"","checks":["r2"]},{"title":"No reason given","why":"The AI says 'a fee applies' without the 24-hour rule.","fix":"Say: \"Explain: within 24 hours of the appointment.\"","checks":["r1"]},{"title":"Generic greeting and sign-off","why":"The AI writes 'Dear Priya' and 'Best wishes'.","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":"Gives the fee reason","patterns":["\\$20","24 hours","card on file"]},{"label":"Bans a waiver","patterns":["do not (offer|hint)","no waiver","waive"]}],"hint":"Fee emails stay kind but firm. Give the fee, the reason, how it is charged and what not to offer.","rubricLabels":["The first line is exactly \"Hi Priya,\" and the last line is exactly \"Glow Studio\"","Explains the $20 fee applies because the cancellation was within 24 hours of the appointment, and that it is charged to the card on file","Includes [booking link] once, and does not offer or hint at waiving the fee"]}