{"id":"res-cs-macro-vs-refund-policy","audience":"customer-support","category":"fact-checking","technique":"verification","title":"Check a saved reply macro against the current refund policy","free":false,"task":"Your team's \"Refund request\" macro was written last year, and the refund policy changed in October. You want one numbered line per claim in the macro, under 60 words total, each labeled Matches, Outdated, or Not in policy, with the current rule after any Outdated label. Use only the October 2026 policy, plain text, nothing else.","materialLabel":"The refund policy and the macro's claims (attached to your prompt automatically)","material":"REFUND POLICY - Loomly Home Textiles (effective Oct 1, 2026)\n- Unused items can be returned within 30 days of delivery for a full refund.\n- Return shipping is free for exchanges; refunds have a $6.95 return label fee.\n- Refunds go back to the original payment method within 5-7 business days after we receive the item.\n- Final sale items (marked on the product page) can't be returned.\n\n-----\n\"REFUND REQUEST\" MACRO (written Aug 2025) - claims it makes\n1. You can return unused items within 60 days of delivery.\n2. Return shipping is always free.\n3. Refunds go back to your original payment method.\n4. Refunds arrive within 2-3 business days.\n5. We'll also send you a 10% off coupon for your next order.","rules":[{"type":"maxWords","max":60},{"type":"plainText"}],"mistakes":[{"title":"Not naming the current policy","why":"The AI may assume the macro is right because it sounds official.","fix":"Say: \"Check against the Oct 2026 policy only.\"","checks":["r0"]},{"title":"Calling extras wrong","why":"The coupon isn't in the policy, so it's unverified rather than outdated.","fix":"Add: \"If the policy doesn't mention it, label it Not in policy.\"","checks":["r1"]},{"title":"Getting a new macro","why":"The AI rewrites the macro, and your lead can't see what changed.","fix":"Say: \"Label each claim only, no rewrite.\"","checks":["r2"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for a total word limit and it often lands 10-20% over.","fix":"Cap each line: \"each line under 10 words.\"","checks":["maxWords"]},{"title":"Getting markdown back","why":"AI defaults to bold labels and headings, which show up as stray symbols in the macro editor.","fix":"Ask for \"plain text, no bold, no headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Gives exact labels","patterns":["matches","outdated","not in (the )?policy","label"]},{"label":"Names the current policy","patterns":["oct(ober)?","2026","current"]},{"label":"Asks for the current rule","patterns":["current rule","what the policy says","correct (rule|version)","give the"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","one (short )?sentence","word (limit|count)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Old macros keep sending old promises. Compare each claim to the current policy with clear labels, and ask for the current rule when one is out of date.","rubricLabels":["Labels claim 1 Outdated (now 30 days), claim 2 Outdated ($6.95 label fee for refunds; free only for exchanges) and claim 4 Outdated (5-7 business days)","Labels claim 3 Matches and claim 5 (10% coupon) Not in policy","Outputs only the numbered labeled lines: no intro, no rewritten macro, no tips for agents"]}