{"id":"cx-refund-decision-annual-plan","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Decide an annual-plan refund by the policy, showing the rule and math","free":false,"task":"Decide this refund using your policy: if the first cancellation request came within 45 days of renewal, refund the unused months at $100 each, counting any month that has started as used; after 45 days, no refund. Output exactly four labeled lines: Rule:, Request date used:, Math:, Decision:. Show the arithmetic in the Math line and put the decision last. Plain text, under 110 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT: Redfern Architects  |  Plan: Team Annual, $1,200/year\nRenewed: Feb 1 (auto-renew, paid in full)\n\nTICKET HISTORY\n#40118 - Mar 10 - from Jo Redfern\n\"Hi, we're moving to a different tool. Please cancel our renewal and let me know what happens with the money.\"\nReply from agent (Mar 11): \"Thanks Jo, I've passed this to the billing team!\" (no billing task was created - agent left the company Mar 15)\n\n#41907 - Apr 2 - from Jo Redfern\n\"Following up AGAIN. We asked to cancel a month ago. We want our money back.\"\n\nUSAGE\nLogins since renewal: 3 (last login Mar 8)\n\nAGENT NOTE (today):\nRenewal Feb 1 to today Apr 2 is 60 days, so this looks like it's past the 45-day window. Leaning deny, maybe offer a downgrade?","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Trusting the latest ticket","why":"The AI dates the request from the most recent email and the agent's note, so it denies a valid refund.","fix":"Say: \"Use the date of the FIRST cancellation request.\"","checks":["r0"]},{"title":"Hiding the math","why":"The AI states a number with no working, so a reviewer can't check it.","fix":"Ask: \"Show the math: months used, months left, x $100.\"","checks":["r1"]},{"title":"Leaving the shape open","why":"The AI writes an essay and buries the decision in the middle.","fix":"Give the labels: \"Rule:, Request date used:, Math:, Decision: in that order.\"","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 110 words.","fix":"Cap each part instead of the total: \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Says which date counts","patterns":["first (cancel|request)","earliest","mar(ch)? 10"]},{"label":"Asks to show the math","patterns":["show (the )?(math|work|arithmetic)","math:"]},{"label":"Gives the labels","patterns":["rule:","decision:","request date"]},{"label":"Gives the policy","patterns":["45 days","\\$100"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"A refund decision has to be checkable. Give the AI the policy, tell it which request date counts, and ask for the math before the decision.","rubricLabels":["Uses March 10 (the first cancellation request, ticket #40118) as the request date, not April 2, and treats it as inside the 45-day window","The Math line counts February and March as used and shows 12 - 2 = 10 months x $100 = $1,000","The output is the four labeled lines in order (Rule:, Request date used:, Math:, Decision:) and the Decision line comes last and says to refund $1,000"]}