{"id":"cx-wrong-item-apology-keep-it","audience":"small-business","category":"support-work","technique":"tone","track":"support","level":"beginner","title":"Apologize for a wrong item and let the customer keep it","free":false,"task":"You run Loomhouse, an online linen shop. Reply to Camille in plain text, under 85 words. First line exactly \"Hi Camille,\" and last line exactly \"Jo at Loomhouse\". Apologize once, tell her to keep the wrong item, and say the right one ships free within 2 business days.","materialLabel":"Your material (attached to your prompt automatically)","material":"EMAIL from Camille Moreau, Nov 5, order #1177:\n\"I ordered the Ocean blue linen throw ($34) and got Sage green. I wanted blue for my guest room! I'm annoyed. Do I have to send it back at my own cost?\"\n\nOur records: Pick error at the warehouse, packed green instead of blue. Blue is in stock (12 units).\n\nPolicy: for wrong-item errors on orders under $40, the customer keeps the wrong item and we ship the correct one free. Standard processing is 2 business days. We email a tracking link once shipped.\n\nWarehouse manager's comment: 'Mention that our team is short-staffed; it makes us look human.'","rules":[{"type":"plainText"},{"type":"maxWords","max":85}],"mistakes":[{"title":"Asking for a return","why":"The AI assumes a return is needed and adds a label step.","fix":"Say: \"She keeps the green one. No return.\"","checks":["r1"]},{"title":"Over-apologizing and sharing excuses","why":"The AI says sorry in every sentence and adds the staffing excuse from the manager's comment.","fix":"Say: \"Apologize once. Do not mention staffing or the warehouse.\"","checks":["r2"]},{"title":"Generic greeting and sign-off","why":"The AI writes 'Dear Camille' and 'Best 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":"States the remedy","patterns":["keep","free","2 business days"]},{"label":"Sets exact lines","patterns":["hi camille","jo at loomhouse"]}],"hint":"Name the remedy, the apology limit and the exact first and last lines. Tell the AI which excuse to leave out.","rubricLabels":["The first line is exactly \"Hi Camille,\" and the last line is exactly \"Jo at Loomhouse\"","Says she keeps the Sage green throw (no return needed) and the Ocean blue one ships free within 2 business days","Apologizes once only and does not mention staffing, being short-staffed or a warehouse pick error"]}