{"id":"cx-trial-converted-refund-email","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Refund a trial that auto-converted, in a short email","free":false,"task":"Write the reply email to Dana. Open with exactly \"Hi Dana,\" on its own line and end with the line \"Sam, Brightlane Support\". Say the refund is approved and when she should see it, using the current timing. Plain text, under 60 words, and no offer to switch plans or keep the account.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #44812 - Dana Okafor, Brightlane Notes\nSubject: Charged $96 but I never meant to subscribe\n\nHi, I signed up for the free trial on Oct 28 and forgot to cancel. I just saw a $96 charge on my card for the annual plan on Nov 4. I don't want it. Please refund me. Thanks, Dana\n\nACCOUNT NOTES\n- Trial started Oct 28, auto-converted to annual plan Nov 4 ($96).\n- Dana has opened the app 2 times since Nov 4.\n\nPOLICY (revised Nov 1)\nAnnual plans converted from a trial can be refunded in full within 7 days of the first charge. Refunds go back to the original card. Card refunds take 5 to 10 business days to appear.\n\nOLD HELP TEXT (do not trust, from the 2023 FAQ)\n\"Refunds are processed in 3 to 5 days.\"","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Using the old timing","why":"The AI picks up the stale '3 to 5 days' help text.","fix":"Say: \"Card refunds take 5 to 10 business days.\"","checks":["r1"]},{"title":"Adding a save offer","why":"The AI tries to retain the customer with a discount or a cheaper plan.","fix":"Say: \"Do not offer plans, discounts or ask her to stay.\"","checks":["r2"]},{"title":"Missing the exact open and close","why":"The AI writes its own greeting and sign-off.","fix":"Give the exact first line and last line in quotes.","checks":["r0"]},{"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 exact first and last line","patterns":["hi dana","sam, brightlane"]},{"label":"Names the timing to use","patterns":["5 to 10","business days"]},{"label":"Rules out upsells","patterns":["no (offer|discount|upsell)","don'?t offer","do not offer"]},{"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":"Say exactly how the email starts and ends, which timing to use, and what to leave out.","rubricLabels":["The email starts with the line \"Hi Dana,\" and ends with the line \"Sam, Brightlane Support\"","The email says the $96 refund is approved and will appear in 5 to 10 business days (it does not say 3 to 5 days)","The email does not offer a different plan, a discount, or ask her to keep the account"]}