{"id":"cx-late-refund-request-reply","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Reply to a refund request that falls outside the window","free":false,"task":"You work support at Brightway, an online kitchenware shop. Reply to Marcus in plain text, under 90 words. Start with \"Hi Marcus,\" and make the last line exactly \"Priya, Brightway Support\". Our refund window is 30 days from delivery. After that we can only offer store credit. Do not promise a refund.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #48213\nFrom: Marcus Lee\nSubject: Want my money back for the blender\n\nHi, I got the Brightway 600W blender on Sept 28. It works fine but it's way louder than I expected and I don't want it. Please refund the full $89.\n\nInternal notes:\n- Order #48213, delivered Sept 28, today is Nov 6\n- Old macro 'Refund OK' says: refunds accepted within 45 days of delivery\n- Agent note from last week: gave a refund to another customer on day 40 and they were thrilled\n- Marcus is a repeat customer (6 orders)","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Copying the old macro","why":"The AI sees the 45-day line and the day-40 refund note and treats them as current policy.","fix":"Add: \"The window is 30 days. Ignore any other number in the notes.\"","checks":["r2"]},{"title":"Burying the no","why":"The AI softens the message so much that Marcus can't tell whether he gets a refund.","fix":"Say: \"Say in the second sentence that a refund isn't possible, then offer store credit.\"","checks":["r1"]},{"title":"Skipping the exact open and close","why":"The AI writes its own greeting and a generic sign-off.","fix":"Give both: \"Start with Hi Marcus, and end with the exact line Priya, Brightway Support.\"","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 reader and sign-off","patterns":["hi marcus","priya","sign"]},{"label":"States the policy","patterns":["30.?day","window","store credit"]}],"hint":"The notes hold an old rule and a tempting exception. Tell the AI which window is real, what to offer instead, and the exact first and last lines.","rubricLabels":["The first line is \"Hi Marcus,\" and the last line is exactly \"Priya, Brightway Support\"","Says plainly that a refund is not possible because the order was delivered more than 30 days ago, and offers store credit instead","Does not mention 45 days and does not suggest a refund might still be possible"]}