{"id":"wri-cs-explain-upgrade-charge","audience":"customer-support","category":"explaining","technique":"examples","title":"Explain an extra charge after an upgrade with simple math","free":false,"task":"A customer asked why she was charged an extra $10 after upgrading. Explain it in under 70 words. The first sentence says what the $10 is for, then show the math on its own line in the form '$50 - $30 = $20 x 15/30 days = $10', then say what her normal charge will be from the next billing date. No billing jargon ('prorate', 'proration', 'pro-rata', 'billing cycle'). Write a prompt that gets that reply.","materialLabel":"Her message and account details (attached to your prompt automatically)","material":"MESSAGE from Erin Walsh:\nWhy did I get charged $10 on Nov 16? I already paid for this month on Nov 1. Is this a mistake?\n\nACCOUNT DETAILS (Planwell)\n- Nov 1: charged $30 for Starter plan (Nov 1-30).\n- Nov 16: upgraded to Team plan ($50/month).\n- Upgrade charge: difference $50 - $30 = $20 per month, for the remaining 15 of 30 days = $20 x 15/30 = $10.\n- Next charge: Dec 1, $50 for Team.\n- (Support macro still says Team is $45; price changed to $50 in September.)\n\nNOTES\n- Not a mistake. She only pays the difference for the days she has the bigger plan.\n- She can see the breakdown under Settings > Billing > History.\n- Erin has been a customer since 2023.","rules":[{"type":"maxWords","max":70}],"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: \"3 sentences plus one math line, each under 16 words.\"","checks":["maxWords"]},{"title":"Burying the answer","why":"AI replies start with \"Great question!\" and explain policy before saying it isn't a mistake.","fix":"Say it: \"Sentence 1: the $10 covers your Team upgrade for the rest of November.\"","checks":["r0"]},{"title":"Explaining without numbers","why":"The AI says \"you were charged a partial amount\" and skips the math, or uses the old $45 price.","fix":"Add: \"Show the math: $50 - $30 = $20 x 15/30 days = $10. Next charge $50 on Dec 1.\"","checks":["r1"]},{"title":"Billing jargon","why":"AI explains with \"prorated charges\" and \"billing cycle\", which is why customers ask in the first place.","fix":"Ban them: \"No prorate, proration, pro-rata or billing cycle.\"","checks":["r2"]}],"promptHints":[{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]},{"label":"Leads with the answer","patterns":["first sentence","not a mistake","lead with"]},{"label":"Shows the math","patterns":["math","15","\\$?20"]},{"label":"Gives the next charge","patterns":["dec(ember)?\\s*1","\\$?50","next charge"]},{"label":"Bans jargon","patterns":["jargon","prorat","billing cycle"]}],"hint":"One line of math explains a charge better than a paragraph of policy. Tell the AI the order, the math and the words to avoid.","rubricLabels":["The first sentence (after a greeting) says the $10 covers the Team plan upgrade for the rest of November (it is not a mistake or a double charge)","Shows the math on its own separate line (like '$50 - $30 = $20 x 15/30 days = $10'), not inside a sentence, and says her normal charge is $50 starting Dec 1 (not $45)","Uses none of these words: prorate, proration, pro-rata, billing cycle"]}