{"id":"ind-sup-cancel-request-reply","audience":"customer-support","category":"customer-replies","technique":"constraints","title":"Confirm a cancellation without a hard sell","free":false,"task":"A customer asked to cancel her streaming plan. Confirm it in under 70 words, plain text: say it's cancelled and the exact date access ends in the first sentence, mention the pause option in only one sentence after that, and include no guilt-trip lines or discount offers (agents can't offer them on cancellations). Write a prompt that gets you exactly that.","materialLabel":"The customer message and account notes (attached to your prompt automatically)","material":"FROM: Ellen Draper\n\"Hi, please cancel my Reelhouse subscription. Money is tight right now. Thanks.\"\n\nACCOUNT NOTES - Reelhouse (fictional streaming service)\n- Plan: Standard, $12.99/month\n- Billing date: the 30th of each month. Last charged Oct 30.\n- Cancellation processed by agent today, Nov 6. Access continues until the end of the paid period: Nov 29 (the day before the next billing date).\n- No refund for partial months (policy).\n- Pause option: customers can pause instead for 1, 2 or 3 months at no charge; watch history and profiles are kept. Can be set up in Account > Plan.\n- Retention team note (Oct): \"Agents may NOT offer discounts in cancellation replies. Only Retention can, and only by phone.\"\n- Her watch history and profiles are kept for 12 months after cancelling, in case she comes back.\n- She's been a member since 2021.\n- Agent Tomas noted she sounded stressed on a previous call about billing.","rules":[{"type":"maxWords","max":70},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 70 words\" and it often lands well over.","fix":"Cap each part instead: \"4 sentences, each under 15 words.\"","checks":["maxWords"]},{"title":"Leading with a pitch","why":"The AI opens with \"Before you go...\" and confirms the cancellation later, or not at all.","fix":"Add: \"First sentence: it's cancelled, and access ends Nov 29.\"","checks":["r0"]},{"title":"Pushing the alternative","why":"The AI spends half the reply selling the pause option.","fix":"Add: \"Mention pausing in one sentence only, after the confirmation.\"","checks":["r1"]},{"title":"Adding guilt or deals","why":"AI defaults to \"We're sorry to see you go\" and may invent a discount.","fix":"Add: \"No 'sad to see you go'. Don't offer discounts.\"","checks":["r2"]},{"title":"Ignoring where it will be pasted","why":"AI loves bold and headings, which show up as stray ** and # symbols in the email reply.","fix":"Name the place and the format: \"For the email reply. Plain text, no bold or headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Confirms first","patterns":["first sentence","open with","start with","confirm"]},{"label":"Gives the end date","patterns":["nov(ember)? 29","access ends","end date"]},{"label":"Limits the pause mention","patterns":["one sentence","pause","briefly"]},{"label":"Bans guilt and discounts","patterns":["guilt","sad to see","no discount","don'?t offer"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"The customer asked for one thing. Tell the AI to do that first, keep any alternative to a single line, and skip the sales tactics.","rubricLabels":["The first sentence confirms the subscription is cancelled and says access ends on November 29","Mentions the pause option in exactly one sentence, placed after the confirmation, without pushing it","Contains no guilt-trip lines (like 'we're sad to see you go', 'you'll miss out') and offers no discount or special deal"]}