{"id":"mkt-respond-to-viral-complaint","audience":"marketing","category":"customer-replies","technique":"tone","track":"marketing","level":"advanced","free":true,"title":"Reply to a viral post about a leaking kids' bottle within the hour","task":"A parent's post about a leaking Wobble bottle is spreading fast and the replies are angry. You have one hour to publish the brand's public reply, as Leah. Write it as plain text under 80 words. Start with @mara.and.the.boys, and apologize for the leak in the first sentence without excuses. Give the batch check and the replacement steps. Legal's rules: say nothing that goes beyond the confirmed facts (no \"hazard\", \"unsafe\", \"danger\" or \"recall\"), do not blame the supplier, and promise nothing beyond the free replacement (no refund, credit or compensation). No jargon like \"we take this seriously\" or \"valued customer\", no hashtags. Sign it \"Leah, Pebble & Pine\".","materialLabel":"The post, the replies and what QA found (attached to your prompt automatically)","material":"THE POST (Sat 9:12 am, 41,000 shares so far) from @mara.and.the.boys:\n\"Our Pebble & Pine Wobble 12oz kids bottle just soaked my son's entire backpack, school tablet included. Second time. Closed the lid exactly like it says. Not buying this brand again.\"\n\nTOP REPLIES:\n- \"Same thing happened to mine. They leak EVERY time.\"\n- \"A leaky lid on a kids' product? Imagine if it came apart. Do better.\"\n- \"Cheap supplier, cheap bottle. Typical.\"\n- \"Where is the brand? Silence is loud.\"\n\nWHAT WE KNOW (QA, confirmed Friday):\n- Affected: Wobble 12oz bottles from batches L2407-B and L2408-B. The batch code is printed on the base of the bottle.\n- Cause found: the silicone gasket in the lid is not seated fully on about 1 in 40 lids in those batches, so the lid can leak when tipped or shaken.\n- No injuries reported. No reports of lids coming apart. The bottle body and the drinking spout are not affected.\n- The gasket supplier, Hartwell Molding, changed its tooling in June.\n\nAPPROVED REMEDY:\n- Free replacement bottle, shipped in 5 business days. No need to send the old one back.\n- To claim: go to pebblepine.example/replace and enter the batch code from the base.\n\nSTILL BEING DISCUSSED (not approved):\n- A refund, a $25 store credit, a recall notice.\n\nBrand: Pebble & Pine, reusable bottles for kids. Social manager on shift: Leah.","rules":[{"type":"maxWords","max":80},{"type":"plainText"}],"mistakes":[{"title":"A defensive or hollow opening","why":"The AI writes \"We take product quality seriously\" or \"We're sorry you had this experience\", which angry parents read as a dodge.","fix":"Say: \"Open by tagging her and say we're sorry our bottle leaked, in plain words. No excuses, no corporate phrases.\"","checks":["r0"]},{"title":"No way to check or fix it","why":"The AI apologizes and promises to look into it, without telling anyone which batch is affected or how to get a bottle.","fix":"Add: \"Tell people to check the batch code on the base (L2407-B, L2408-B) and claim a free replacement at pebblepine.example/replace.\"","checks":["r1"]},{"title":"Saying more than legal allows","why":"The AI blames the supplier, calls it a safety issue or throws in a refund or credit to calm the thread.","fix":"Add: \"Do not blame the supplier, do not say hazard or recall, and offer only the free replacement.\"","checks":["r2"]},{"title":"A reply too long to read","why":"The AI writes a long statement with bold text and hashtags, when people skim a feed.","fix":"Say: \"Plain text, under 70 words, no hashtags or bold.\"","checks":["maxWords","plainText"]}],"promptHints":[{"label":"Opens with a plain apology","patterns":["apolog","sorry","take responsibility","own (it|the)","first sentence"]},{"label":"Gives the batch check","patterns":["batch","L2407","base of the bottle|on the base"]},{"label":"Gives the replacement steps","patterns":["replace","pebblepine","claim"]},{"label":"Respects legal's limits","patterns":["supplier","hazard|unsafe","recall","refund","credit|compensation"]},{"label":"Sets length and voice","patterns":["under \\d+ words","\\d+ words","no (corporate )?jargon","human|plain"]}],"hint":"Thousands are watching and legal is reading over your shoulder. Tell the AI how to open, the exact facts to give, what it must not say or promise, and how short and plain to be.","mission":"Post a human, accurate reply to the viral complaint within the hour.","musts":["Own the leak in sentence one","Batch check and replacement steps","No blame, no extra promises"],"rubricLabels":["The reply starts by tagging @mara.and.the.boys, and the first sentence takes responsibility for the leak in plain words (e.g. \"we're sorry our bottle leaked\"), with no excuse, no \"if\" or \"we're sorry you feel\" wording, and no \"we take this seriously\" or \"valued customer\" jargon","It tells people how to check their bottle (batch code L2407-B or L2408-B printed on the base) and how to claim a free replacement (go to pebblepine.example/replace and enter the batch code), and it may mention that the replacement ships in 5 business days or that the old bottle need not be returned","It does not name Hartwell Molding or blame a supplier, does not say hazard, unsafe, danger or recall, does not offer or mention a refund, store credit or compensation, and does not mention the 1 in 40 figure or the gasket"]}