{"id":"cx-sla-credit-dispute-reply-hours","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Answer a credit dispute with the full-hour rule and the math","free":false,"task":"Write the reply to Mr. Cole as exactly three lines starting \"Hours over:\", \"Credit:\" and \"Reply:\". Work out the hours over the target counting only full hours, show the credit math, and keep the credit within the cap. Reply is one sentence starting \"Hi Mr. Cole,\" with no apology words. Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"SLA TERMS: first-response target 4 hours. Credit = 2% of the monthly fee for each FULL hour over the target (partial hours do not count). Maximum credit 10% of the monthly fee.\n\nTICKET #7714 (Mr. Cole, monthly fee $5,000)\nCreated 08:00. First response 15:40. Elapsed: 7 hours 40 minutes.\nMr. Cole's email: \"You were 4 hours late, so I want 8%, which is $400.\"\n\nHelper: 7 h 40 min - 4 h target = 3 h 40 min over. Full hours = 3.\nSales comment: 'Round up and give him $400, he is a big customer.' (Terms say full hours only.)\nCredits are applied to the next invoice.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Rounding up","why":"The sales comment and the customer's claim point to 4 hours and $400.","fix":"Say: \"Full hours only: 3 hours, 6%, $300.\"","checks":["r1"]},{"title":"Missing the working","why":"The AI states $300 without the math.","fix":"Say: \"Show 7 h 40 min - 4 h and 3 x 2% of $5,000.\"","checks":["r1"]},{"title":"Apology words or wrong layout","why":"The AI writes 'sorry' and a paragraph.","fix":"Say: \"No apology words; three labeled lines.\"","checks":["r0","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"]}],"promptHints":[{"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+"]},{"label":"States the full-hour rule","patterns":["full hour","partial"]},{"label":"Names the labels","patterns":["hours over:","credit:","reply:"]}],"hint":"Credit disputes turn on the exact rule. State the full-hour rule, the percent per hour, and ask for the working.","rubricLabels":["The output is exactly three lines starting Hours over:, Credit: and Reply:","Hours over shows 7 h 40 min minus 4 h = 3 h 40 min, so 3 full hours, and Credit shows 3 x 2% = 6% of $5,000 = $300 (within the 10% cap)","Reply is one sentence starting \"Hi Mr. Cole,\" that says a $300 credit will be applied to the next invoice, with no apology words and no mention of $400"]}