{"id":"cx-refund-denial-quote-policy-offer-credit","audience":"customer-support","category":"support-work","technique":"grounding","track":"support","level":"beginner","title":"Decline a late refund by quoting the policy line and offering credit","free":false,"task":"Reply to Jun. First line exactly \"Hi Jun,\" and last line exactly \"Mina, Orders Team\". Quote the refund policy sentence exactly, in quotation marks, then offer the store-credit option the policy allows. Do not use the words \"unfortunately\" or \"however\". Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET - Jun Park, order #8120 (kettle, $64, delivered 45 days ago)\n\"The kettle works but I don't like the color. I'd like my money back.\"\n\nREFUND POLICY\nRefunds are available within 30 days of delivery.\nAfter 30 days and up to 60 days, an unused item can be exchanged or returned for store credit.\nStore credit never expires. Return shipping is paid by the customer after 30 days.\nTo start: reply to this email and we send a return label.\n\nNOTES\nThe kettle has not been used, according to Jun's follow-up. Quote the first sentence of the policy exactly.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Paraphrasing the policy","why":"The AI summarizes instead of quoting.","fix":"Say: \"Quote the sentence exactly, in quotation marks.\"","checks":["r1"]},{"title":"Using contrast words","why":"The AI writes 'however' and 'unfortunately'.","fix":"List the banned words.","checks":["r2"]},{"title":"Missing the credit option","why":"The AI only declines.","fix":"Say: \"Offer store credit or an exchange within 60 days.\"","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":"Quotes first and last lines","patterns":["hi jun","mina, orders team"]},{"label":"Asks for an exact quote","patterns":["quote","quotation marks","exactly"]},{"label":"Bans words","patterns":["unfortunately","however"]},{"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":"Quote the first and last lines, ask for an exact quote and list the words to avoid.","rubricLabels":["The reply starts with the line \"Hi Jun,\" and ends with the line \"Mina, Orders Team\"","The reply quotes exactly \"Refunds are available within 30 days of delivery.\" in quotation marks","The reply offers store credit (or an exchange) for an unused item since it is within 60 days, mentions that return shipping is paid by the customer, and does not use unfortunately or however"]}