{"id":"cx-refund-closed-card-bank-return-email","audience":"customer-support","category":"support-work","technique":"context","track":"support","level":"intermediate","title":"Explain what happens when a refund goes to a closed card","free":false,"task":"Write an email to Elena. First line exactly \"Hi Elena,\". Explain the two possible outcomes for the $64 refund and the timing for each, and what she should do if nothing arrives. Do not promise an exact arrival date. Plain text, under 130 words, and end with the line \"Jonas, Billing Help\".","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET - Elena Pruitt\n\"You refunded $64 to my old card two weeks ago but I closed that card and got a new one. The money never showed up. Where did it go?\"\n\nBILLING NOTES\n- Refund of $64 issued Oct 23 to the card ending 2201 (closed by the customer on Oct 25; replacement card issued).\n- Many banks route refunds on a replaced card to the new card automatically. This takes up to 10 business days from the refund date.\n- If the bank cannot route it, the money is returned to us, usually 10 to 15 business days after the refund date.\n- When it is returned to us, we offer a choice of bank transfer or store credit. We email the customer.\n- Customers can ask their bank to look for a refund of $64 from our company; we cannot see the bank's records.\n\nAGENT MISTAKE TO AVOID\nDon't say the refund 'was lost'.","rules":[{"type":"plainText"},{"type":"maxWords","max":130}],"mistakes":[{"title":"Promising a date","why":"The AI says 'you will have it by Friday'.","fix":"Say: \"Give the ranges, no exact date.\"","checks":["r2"]},{"title":"Giving only one outcome","why":"The AI says it will go to the new card.","fix":"Say: \"Explain both outcomes with their timing.\"","checks":["r1"]},{"title":"Saying it was lost","why":"The AI uses the phrase 'lost'.","fix":"Say: \"Never say the refund was lost.\"","checks":["r2"]},{"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","r0"]}],"promptHints":[{"label":"Gives greeting and sign-off","patterns":["hi elena","jonas, billing help"]},{"label":"Asks for both outcomes","patterns":["two (possible )?outcomes","both outcomes","either"]},{"label":"Forbids exact date","patterns":["no exact date","don'?t promise","do not promise"]},{"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":"Ask for both outcomes with timings, what she does next and what not to promise.","rubricLabels":["The email starts with the line \"Hi Elena,\" and ends with the line \"Jonas, Billing Help\"","The email gives both outcomes: the bank may route it to her new card within 10 business days, or it returns to us after 10 to 15 business days and she then chooses a bank transfer or store credit","The email suggests asking her bank to look for a $64 refund if nothing arrives, promises no exact date and does not say the refund was lost"]}