{"id":"cx-proactive-duplicate-invoice-notice","audience":"customer-success","category":"support-work","technique":"audience","track":"support","level":"intermediate","title":"Warn one customer about a duplicate invoice email before they ask","free":false,"task":"Write a proactive email to Anjali at Maple Dental. First line exactly \"Subject: Two copies of invoice #5512\". Open with the news that she was not charged twice, then give the facts, and say no action is needed. Do not name or mention any other customer. Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"INCIDENT SUMMARY - duplicate invoice emails, Nov 3\nA system retry sent two copies of invoice emails to three accounts on Nov 3: Maple Dental, Birch Studio and Cedar Cafe.\nBilling check: each account was charged once. No double charges.\n\nMAPLE DENTAL\nContact: Anjali Rao\nInvoice #5512, $200, charged once on Nov 3. Two emails arrived at 06:02 and 06:04.\nThe retry bug was fixed on Nov 4.\n\nPOLICY\nProactive notices state facts only. Do not name other customers. Customers who see two charges on their bank statement should contact billing@vantage.example.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Naming other customers","why":"The AI says 'three accounts were affected' with names.","fix":"Say: \"Don't mention any other customer.\"","checks":["r2"]},{"title":"Burying the key news","why":"The AI opens with an apology paragraph.","fix":"Say: \"Open with: you were not charged twice.\"","checks":["r0"]},{"title":"Missing the facts","why":"The AI is vague about amounts and dates.","fix":"Say: \"Include $200, Nov 3 and the Nov 4 fix.\"","checks":["r1"]},{"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":"Gives the subject line","patterns":["subject: two copies"]},{"label":"Orders the content","patterns":["open with","first sentence","not charged twice"]},{"label":"Bans other customers","patterns":["other customer","don'?t (name|mention)"]},{"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+"]}],"hint":"Give the subject line, what the first sentence must say, and what to keep private.","rubricLabels":["The first line is exactly \"Subject: Two copies of invoice #5512\" and the first sentence of the body says she was not charged twice (charged once)","The email gives the facts $200 on Nov 3 for invoice #5512, says the issue was fixed on Nov 4, and says no action is needed","The email does not mention Birch Studio, Cedar Cafe or other customers, and may say to contact billing@vantage.example if her statement shows two charges"]}