{"id":"cx-plain-language-refund-rewrite","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Rewrite a legalistic refund reply in plain words","free":false,"task":"Rewrite the reply for Priyanka in plain text. First line exactly \"Hello Priyanka,\". Use at most 3 sentences after it. Do not use these words: pursuant, remit, expedite, upon, prior to. Include the date her return is due and how fast the refund arrives.","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER (Priyanka Nair, Nov 6): \"Hello, can I get my money back for the toaster? I don't like it.\"\n\nDELIVERY: Toaster delivered Oct 20.\n\nDRAFT REPLY (from a legal template):\n\"Pursuant to our Terms of Sale, prior to remitting any refund we require that the merchandise be returned within thirty (30) days of delivery. Upon receipt and inspection, we will expedite processing, and the refund will be credited to the original payment instrument within five (5) business days.\"\n\nRETURN FACTS: a free prepaid label is emailed once she confirms she wants to return. Return window is 30 days from delivery. Refund goes back to the card within 5 business days of us getting the toaster.\n\nCalendar: Oct has 31 days.","rules":[{"type":"plainText"},{"type":"maxSentences","max":3}],"mistakes":[{"title":"Keeping the legal words","why":"The AI trims the draft but keeps its stiff wording.","fix":"Say: \"Banned words: pursuant, remit, expedite, upon, prior to.\"","checks":["r2"]},{"title":"Saying '30 days' without a date","why":"The AI repeats the window and leaves her to count.","fix":"Say: \"Give the actual date: Nov 19.\"","checks":["r1"]},{"title":"Missing the greeting line","why":"The AI writes 'Dear Priyanka'.","fix":"Give the exact first line.","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":"Letting the sentences run on","why":"The AI writes as many sentences as it likes.","fix":"Name the cap: \"at most N sentences\".","checks":["maxSentences"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the sentences","patterns":["sentence"]},{"label":"Names banned words","patterns":["pursuant","banned","never use"]},{"label":"Asks for a real date","patterns":["nov 19","date","30 days"]}],"hint":"A plain-language rewrite needs banned words and a real date. Give both.","rubricLabels":["The first line is exactly \"Hello Priyanka,\"","Says the toaster must come back by Nov 19 (30 days after Oct 20) and the refund reaches her card within 5 business days of us receiving it","Uses none of the words pursuant, remit, expedite, upon, prior to, and uses at most 3 sentences"]}