{"id":"cx-macro-refund-timing-by-method","audience":"customer-support","category":"support-work","technique":"format","track":"support","level":"intermediate","title":"Write a refund-timing macro with one line per payment method","free":false,"task":"Write one macro with exactly three lines starting \"Card:\", \"PayPal:\" and \"Bank transfer:\". Each line says how long the refund takes using the current policy, and uses the merge field {{refund_amount}} once and no other merge fields. Plain text, under 80 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"REFUND TIMING (updated Oct 15)\nWe issue refunds the same day we approve them. After that, the time to show up depends on the method:\n- Card: 5 to 10 business days (banks vary)\n- PayPal: 1 to 3 business days\n- Bank transfer: 7 business days\n- Store credit: instant\n\nOLD MACRO (retired): 'Your refund of {{amount}} will show on your card in 3 to 5 days.'\n\nCommon customer question: 'It's been 4 days, where is it?' Agents should say what to expect, not guess. Card refunds can't be sped up by us.\n\nNote: weekends and bank holidays don't count as business days.","rules":[{"type":"plainText"},{"type":"maxWords","max":80}],"mistakes":[{"title":"Using the retired macro","why":"The old macro says 3 to 5 days and {{amount}}.","fix":"Say: \"Use the Oct 15 timings only. Merge field {{refund_amount}}.\"","checks":["r2"]},{"title":"Mixing up the timings","why":"The AI blends the numbers or says 'business days' only for some.","fix":"List all three: \"Card 5 to 10, PayPal 1 to 3, Bank 7 business days.\"","checks":["r1"]},{"title":"Wrong layout","why":"The AI writes one paragraph with headings.","fix":"Name the three labels.","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 merge field","patterns":["refund_amount","\\{\\{"]},{"label":"Lists the labels","patterns":["card:","paypal:","bank transfer"]}],"hint":"Macros get pasted again and again, so the policy and the merge field must be exact. List both.","rubricLabels":["The output is exactly three lines starting Card:, PayPal: and Bank transfer:, each containing {{refund_amount}} and no other merge field","Card says 5 to 10 business days, PayPal says 1 to 3 business days and Bank transfer says 7 business days","No line uses the retired 3 to 5 days wording or promises the refund can be sped up"]}