{"id":"cx-warranty-denial-with-options","audience":"customer-support","category":"support-work","technique":"tone","track":"support","level":"intermediate","title":"Decline a warranty claim kindly and offer real options","free":false,"task":"You work support at ProSound. Reply to Lara in plain text, under 90 words. First line exactly \"Hi Lara,\" and last line exactly \"Omar, ProSound Support\". Say the claim can't be covered and why, in a kind way, then give the two options in the notes with their prices. Do not hint that an exception is possible.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #7710. Customer: Lara Kim. Product: ProSound Studio headphones, bought Feb 12 (within 2-year warranty).\nLara's message: \"My headphones stopped working after I wore them in the rain. They're only 9 months old. This should be covered, I've been a customer for years.\"\n\nTECH REPORT: The liquid-contact indicator inside the left ear cup is red. Water damage confirmed.\n\nWARRANTY: covers manufacturing defects. Does not cover liquid damage, drops or unauthorized repairs.\nOPTIONS WE CAN OFFER: (1) Paid repair, flat $89, 7 to 10 days, 90-day repair warranty. (2) Trade-in: $60 credit toward a new ProSound headset.\n\nA supervisor wrote: 'Maybe we make an exception, she's loyal.' (Not approved.)","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Hinting at an exception","why":"The supervisor's comment tempts the AI to soften with 'we'll see what we can do'.","fix":"Add: \"Do not hint at an exception.\"","checks":["r2"]},{"title":"Missing the reason","why":"The AI says 'unfortunately it isn't covered' with no explanation.","fix":"Say: \"Give the reason: liquid damage; the warranty covers defects.\"","checks":["r1"]},{"title":"Generic open and close","why":"The AI starts 'Dear Lara' and ends 'Kind regards'.","fix":"Give both lines exactly.","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":"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":"Names the two options","patterns":["\\$89","\\$60","two options"]},{"label":"Bans exceptions","patterns":["no exception","don.t hint","do not hint"]}],"hint":"A kind no still has to be clear. Give the reason, the options with prices, and a rule against hinting.","rubricLabels":["The first line is exactly \"Hi Lara,\" and the last line is exactly \"Omar, ProSound Support\"","Explains kindly that the claim isn't covered because the inside indicator shows liquid damage and the warranty covers manufacturing defects","Gives both options with prices ($89 repair, $60 trade-in credit) and does not suggest an exception might be made"]}