{"id":"ind-sup-double-charge-reply","audience":"customer-support","category":"customer-replies","technique":"tone","title":"Calm an angry customer about a double charge","free":false,"task":"An angry customer, Glenn Ortiz, was charged twice for his meal kit and is demanding a free month. Reply in under 100 words, plain text. Name his exact problem in the first sentence, skip stock phrases like \"I understand your frustration\" or \"we apologize for any inconvenience\", say what was already done using the agent notes, and offer only what agents are allowed to offer. Write a prompt that gets you exactly that.","materialLabel":"The customer's email and your agent notes (attached to your prompt automatically)","material":"FROM: Glenn Ortiz\nSUBJECT: CHARGED TWICE AGAIN??\n\nThis is ridiculous. I just looked at my bank app and you charged me $64.99 TWICE on October 3 for the same box. This is the second time this year. I have rent coming out this week and I can't have $65 just sitting in your account. I want my money back today and I want a free month for the trouble or I'm cancelling and telling everyone I know. Fix it.\n- Glenn\n\n---\nAGENT NOTES (internal, Brightnest Meal Kits)\n- Checked billing: duplicate charge confirmed, order #BN-44812, Oct 3.\n- Refund of the duplicate $64.99 already issued today (Oct 6) to his Visa. Bank takes 3-5 business days to show it.\n- Cause: a payment retry glitch that hit about 200 accounts on Oct 3. Engineering fixed it Oct 4.\n- Previous double charge in March was a different issue (he's right that it happened).\n- What agents can offer: a $15 account credit for billing errors. Free months need a supervisor and are not approved for this incident.\n- Don't give refunds \"today\"; we can't control bank timing.\n- He has been a customer since 2023.","rules":[{"type":"maxWords","max":100},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 100 words\" and it often lands well over.","fix":"Cap each part instead: \"each sentence under 15 words, 5 sentences total.\"","checks":["maxWords"]},{"title":"Opening with a stock apology","why":"The AI starts with \"I'm so sorry for any inconvenience,\" which reads as a script to an angry customer.","fix":"Add: \"First sentence names his exact problem: charged $64.99 twice on Oct 3.\"","checks":["r0"]},{"title":"Caving to the demand","why":"To calm him down, the AI agrees to the free month or a same-day refund.","fix":"Add: \"Offer only the $15 credit. No free month. Refund takes 3-5 business days.\"","checks":["r1"]},{"title":"Using script phrases","why":"Lines like \"I understand your frustration\" are the AI's defaults and make people angrier.","fix":"Add: \"No stock phrases like 'I understand your frustration' or 'we apologize for any inconvenience'.\"","checks":["r2"]},{"title":"Ignoring where it will be pasted","why":"AI loves bold and headings, which show up as stray ** and # symbols in the help desk reply box.","fix":"Name the place and the format: \"For the help desk reply box. Plain text, no bold or headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Names the problem first","patterns":["first sentence","open with","start with","lead with","twice"]},{"label":"Limits what you offer","patterns":["\\$15","credit","free month","no free"]},{"label":"Bans stock phrases","patterns":["understand your frustration","inconvenience","stock phrase","script","clich"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"An angry reader can smell a script. Tell the AI what to open with, which phrases to avoid, and exactly what you're allowed to offer.","rubricLabels":["The first sentence names his specific problem (being charged $64.99 twice on October 3), not a general apology or thanks","Says the duplicate $64.99 refund was already issued and takes 3-5 business days, offers the $15 account credit, and does not promise a free month or money back today","Uses none of the stock phrases 'I understand your frustration', 'we apologize for any inconvenience', 'we value your business' or 'thank you for reaching out', and doesn't blame Glenn or his bank"]}