{"id":"cx-missing-items-credit-math","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Work out a missing-items credit from the policy tiers","free":false,"task":"Decide the credit for a delivery order with missing items. Write exactly three lines starting \"Missing:\", \"Credit math:\" and \"Reply:\". Credit math shows the sum. Reply is one sentence starting \"Hi Luis,\" with no apology words. Plain text, under 60 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"POLICY (Foodly delivery credits)\n- Missing item: credit the item price.\n- If 2 or more items are missing: add a $3 apology credit.\n- Delivery fee, tip and tax are never refunded for missing items.\n- Credits go to the customer's Foodly wallet instantly.\n\nORDER #3398 (Luis Rojas)\nItems: Pad thai $14 (reported missing), Spring rolls $8 (reported missing), Soda $3 (delivered).\nFees: delivery $4, tip $5. Order total paid $34.\nLuis wrote: \"Two things were missing and the driver was rude. Refund my whole order, $34.\"\n\nPhoto proof: the bag photo shows only the soda.\nAgent comment: 'Just refund everything, it's easier.'","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Refunding the whole order","why":"The customer and the agent comment push for $34.","fix":"Say: \"Fees and tip are not refunded. Follow the policy.\"","checks":["r1"]},{"title":"Forgetting the apology credit","why":"The AI credits only $22.","fix":"Say: \"Two items missing adds a $3 apology credit.\"","checks":["r1"]},{"title":"Apologizing in words","why":"The AI writes 'sorry for the trouble'.","fix":"Add: \"No apology words.\"","checks":["r2"]},{"title":"Wrong layout","why":"The AI writes a paragraph.","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","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 labels","patterns":["missing:","credit math:","reply:"]},{"label":"Applies the tiers","patterns":["apology","\\$3","two or more"]}],"hint":"Tiered credits are arithmetic with a few exceptions. Ask for the sum, the labels and a ban on over-refunding.","rubricLabels":["The output is exactly three lines starting Missing:, Credit math: and Reply:","Credit math shows $14 + $8 + $3 = $25, not $34","Reply is one sentence starting with \"Hi Luis,\" that says $25 was credited to his Foodly wallet and contains no apology words such as sorry or apologize"]}