{"id":"wri-cs-refund-macro-review","audience":"customer-support","category":"writing-feedback","technique":"verification","title":"Review a support macro against policy before the team uses it","free":false,"task":"A teammate wrote a refund macro (a saved reply) and asked you to check it. Ask for a review whose first line is exactly 'Ready to use: No' or 'Ready to use: Yes', followed by exactly 3 numbered issues labeled Accuracy, Tone or Clarity, each under 20 words. At least one issue must cite the policy by number. Plain text, no rewrite. Write a prompt that gets that review.","materialLabel":"The draft macro and the refund policy (attached to your prompt automatically)","material":"DRAFT MACRO: \"Refund - damaged item\" (written by Theo)\n\nHi {first_name},\n\nWe're so sorry to hear your item arrived damaged!!! That's totally on us. We've gone ahead and processed your refund, and you'll see it back on your card in 3-5 days. You'll also need to ship the item back to us with the RMA label attached so we can close out your ticket. If you have any other issues, don't hesitate to reach out!\n\nCheers,\nThe Loomly Home Team\n\nLOOMLY HOME REFUND POLICY (v4, updated Oct 1)\n4.1 Damaged items: refund the full item price plus original shipping.\n4.2 Refunds post to the original payment method in 5-10 business days.\n4.3 Customers do NOT return damaged items. We ask for one photo of the damage instead (reply to the email with it).\n4.4 Don't use internal terms in customer messages (RMA, SKU, WMS).\n4.5 Sign macros with the agent's first name, not the team name.\n\nNOTE: The old policy (v3) did require returns for damaged items. Theo may have copied from an old macro.","rules":[{"type":"numberedItems","count":3},{"type":"plainText"}],"mistakes":[{"title":"Not setting the shape","why":"The AI writes a long review with headings and a fixed version of the macro.","fix":"Show it: \"Line 1: Ready to use: No. Then exactly 3 numbered issues like: 1. Accuracy: ...\"","checks":["numberedItems","r0"]},{"title":"Reviewing style, not facts","why":"The AI focuses on the exclamation marks and misses the policy errors.","fix":"Add: \"Check every claim against the policy and cite the number, like 4.2.\"","checks":["r1"]},{"title":"Getting a rewrite","why":"AI hands back a polished macro, which isn't what you asked for.","fix":"Add: \"No rewritten macro. Label each issue Accuracy, Tone or Clarity.\"","checks":["r2"]},{"title":"Forgetting where it gets pasted","why":"AI adds bold and headings by default, which show up as ** and # clutter in your team's chat.","fix":"Add: \"Plain text, no bold, no headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Asks for a verdict line","patterns":["ready to use","verdict","first line"]},{"label":"Sets the number of issues","patterns":["\\b(3|three)\\b.{0,15}(issues|problems|points)","numbered"]},{"label":"Checks against policy","patterns":["policy","cite","4\\.\\d"]},{"label":"Asks for labels","patterns":["accuracy","label"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"A review is useful when it starts with a verdict and points to the rule each problem breaks. Give the AI that shape and tell it to check the policy.","rubricLabels":["The first line is exactly 'Ready to use: No'","The issues catch at least two of these policy conflicts: refund timing (macro says 3-5 days; policy 4.2 says 5-10 business days), asking for a return (policy 4.3 says no return, a photo instead), the internal term RMA (4.4), or signing with the team name (4.5); at least one issue cites a policy number","Each issue starts with one of the labels Accuracy, Tone or Clarity, and the reply has no rewritten macro, no intro and no closing"]}