{"id":"wri-cs-wrong-item-reply","audience":"customer-support","category":"customer-replies","technique":"constraints","title":"Fix a wrong-item order in one clear reply","free":false,"task":"A customer received the wrong item. Reply in at most 4 sentences. The first sentence says the correct item ships today and when it arrives, then say what to do with the wrong item (per the current policy), and give her the order number for the replacement. No 'we apologize for any inconvenience', no discount code, and sign it 'Jo, Nestwell Home'. Write a prompt that gets that reply.","materialLabel":"Her email and the order notes (attached to your prompt automatically)","material":"EMAIL from Rosa Delgado:\nI ordered the Sage Green throw blanket (order #61102) and got a Mustard Yellow one. I need the green one for a gift by the 20th. What now?\n\nORDER NOTES (Nestwell Home)\n- Warehouse picked the wrong color. Our mistake.\n- Replacement: Sage Green throw, new order #61147, ships today (Nov 12) by 2-day express at no charge. Arrives Friday, Nov 14.\n- Wrong item: under the new policy (since Nov 1), customers keep wrong items under $40 instead of returning them. The throw is $34. She can keep it or donate it.\n- Old policy (before Nov 1): customer had to return the wrong item with a prepaid label.\n- Discount codes are only for repeat issues; this is her first.","rules":[{"type":"maxSentences","max":4}],"mistakes":[{"title":"Not limiting the length","why":"The AI writes a long apology with policy details.","fix":"Be exact: \"At most 4 sentences.\"","checks":["maxSentences"]},{"title":"Apology before the fix","why":"AI support replies open with two sentences of apology; she needs the date.","fix":"Say it: \"Sentence 1: the green throw ships today and arrives Friday, Nov 14.\"","checks":["r0"]},{"title":"Using the old return policy","why":"The notes describe both policies. The AI may ask her to send the yellow one back.","fix":"Add: \"She keeps or donates the yellow one; no return. New order #61147.\"","checks":["r1"]},{"title":"Stock lines and freebies","why":"AI reaches for \"we apologize for any inconvenience\" and adds a discount code.","fix":"Add: \"No 'apologize for any inconvenience', no discount code. Sign it Jo, Nestwell Home.\"","checks":["r2"]}],"promptHints":[{"label":"Limits the sentences","patterns":["\\b(\\d|one|two|three|four|five|six)\\b.{0,12}sentences?","sentences?"]},{"label":"Leads with the fix","patterns":["first sentence","ships today","nov(ember)?\\s*14"]},{"label":"Uses the current policy","patterns":["keep","donate","no return","current policy"]},{"label":"Gives the new order number","patterns":["61147","order number"]},{"label":"Bans stock lines","patterns":["inconvenience","no (discount|code)","stock"]}],"hint":"A customer with a deadline wants the fix first. Tell the AI the order, the current policy and what to leave out.","rubricLabels":["The first sentence (after a greeting) says the Sage Green throw ships today and arrives Friday, Nov 14","Says she can keep or donate the yellow throw with no return needed (not the old return-with-label policy), and gives the replacement order number #61147","Never says 'apologize for any inconvenience', offers no discount code, and is signed 'Jo, Nestwell Home'"]}