{"id":"wri-mkt-expired-code-reply","audience":"marketing","category":"customer-replies","technique":"constraints","title":"Reply to a customer whose promo code stopped working","free":false,"task":"A newsletter subscriber says your promo code doesn't work. Reply under 60 words. The first sentence says why (with the date it expired), then give the replacement code your manager approved for this case on its own line, in the form 'Code: XXXX (15% off, through [date])', and end with the line 'Happy brewing, The Kettlewick Team'. No 'unfortunately' and no 'valued customer'. Write a prompt that gets that reply.","materialLabel":"The customer's reply and your notes (attached to your prompt automatically)","material":"EMAIL REPLY to our newsletter, from Owen Price:\nYour email said FALL20 gets 20% off but it says \"invalid code\" at checkout. What's the deal?\n\nMY NOTES (Kettlewick Tea, marketing)\n- FALL20 ran Oct 15 - Nov 10. It expired Nov 10 at midnight. Today is Nov 12.\n- The newsletter that went out Nov 9 didn't show the end date. That's on us.\n- Manager approved a one-time replacement for anyone who writes in: code SORRY15, 15% off, single use, expires Nov 30.\n- Don't reactivate FALL20 (it would apply to everyone).\n- Owen has ordered 3 times this year.","rules":[{"type":"maxWords","max":60}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 60 words\" and it often lands well over.","fix":"Cap each part: \"3 sentences, each under 16 words, then the sign-off.\"","checks":["maxWords"]},{"title":"Apologizing without explaining","why":"AI replies open with \"We're so sorry for the trouble!\" and never say the code expired.","fix":"Say it: \"Sentence 1: FALL20 expired Nov 10.\"","checks":["r0"]},{"title":"Making up an offer","why":"The AI may invent its own fix or promise to reactivate FALL20.","fix":"Add: \"Offer SORRY15, 15% off, expires Nov 30.\"","checks":["r1"]},{"title":"Stock lines, generic sign-off","why":"AI uses \"unfortunately\" and \"valued customer\" and signs with \"Best regards\".","fix":"Add: \"End with 'Happy brewing, The Kettlewick Team'. No 'unfortunately' or 'valued customer'.\"","checks":["r2"]}],"promptHints":[{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]},{"label":"Explains why first","patterns":["first sentence","expired","nov(ember)?\\s*10"]},{"label":"Gives the approved code","patterns":["sorry15","15%"]},{"label":"Gives the sign-off","patterns":["happy brewing","sign"]},{"label":"Bans stock lines","patterns":["unfortunately","valued customer"]}],"hint":"The AI doesn't know your code expired, your approved fix or your brand sign-off. Give it all three.","rubricLabels":["The first sentence (after a greeting) says FALL20 expired on Nov 10","Gives the replacement code on its own line as 'Code: SORRY15 (15% off, through Nov 30)' or very close to it, and does not offer FALL20 or 20% again","Ends with the line 'Happy brewing, The Kettlewick Team', and never says 'unfortunately' or 'valued customer'"]}