{"id":"wri-mkt-public-ad-comment-reply","audience":"marketing","category":"customer-replies","technique":"tone","title":"Reply to a public 'hidden fees' comment on your ad","free":false,"task":"Someone commented on your Facebook ad that you have 'hidden fees'. Write a public reply under 40 words, plain text, no emojis. The first sentence states the actual fee facts, then invite them to message you. Don't argue, don't say 'valued customer', and don't promise a discount in public. Write a prompt that gets that reply.","materialLabel":"The comment and your pricing facts (attached to your prompt automatically)","material":"FACEBOOK AD COMMENT (on our \"Fall Candle Sale - 25% off\" ad), from Derek Sloan:\n\"Watch out, they have hidden fees. Got charged way more at checkout than the price on the ad. Scam.\"\n\nPRICING FACTS (Wick & Willow Candles)\n- No service or handling fees of any kind.\n- Shipping: free on orders $35 and up; $5.95 flat under $35. Shown on the cart page before payment.\n- Sales tax is added at checkout based on the shipping address.\n- The 25% sale applies automatically in the cart.\n\nCHECKED HIS ORDER (found by name, Nov 4):\n- 1 candle, $28, sale price $21. Shipping $5.95. Tax $1.67. Total $28.62.\n- So he paid shipping because he was under $35, plus tax.\n\nTEAM NOTES\n- Our social lead's usual move is to offer a 15% code in the comments to calm people down.\n- Reply from the brand account.","rules":[{"type":"maxWords","max":40},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 40 words\" and it often lands well over.","fix":"Cap each part: \"2 sentences, each under 16 words.\"","checks":["maxWords"]},{"title":"Opening with an apology","why":"AI public replies start with \"We're so sorry to hear this!\", which reads like admitting fault.","fix":"Say it: \"Sentence 1: no hidden fees, just shipping under $35 and tax, shown before you pay.\"","checks":["r0"]},{"title":"Sharing his order in public","why":"Trying to prove the point, the AI posts his order totals for everyone to see.","fix":"Add: \"Invite him to DM us. Don't share his order details.\"","checks":["r1"]},{"title":"Coupon and stock lines","why":"AI offers a discount code to calm things down and calls him a 'valued customer'.","fix":"Add: \"No discount, no 'valued customer', no emojis, don't argue.\"","checks":["r2"]},{"title":"Forgetting where it gets pasted","why":"AI adds bold and headings by default, which show up as ** and # clutter in a Facebook comment.","fix":"Add: \"Plain text, no bold, no headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]},{"label":"Leads with the facts","patterns":["first sentence","no hidden","shipping","tax"]},{"label":"Moves it to private","patterns":["dm","direct message","message us","privately"]},{"label":"Bans the coupon","patterns":["no (discount|code|coupon)","don'?t offer"]},{"label":"Sets the tone","patterns":["don'?t argue","calm","not defensive","friendly"]}],"hint":"Public replies are read by everyone else, not just the commenter. Tell the AI to state the facts, move the details to private and skip the coupon.","rubricLabels":["The first sentence states the fee facts: no hidden or service fees, just shipping under $35 (free at $35 and up) and sales tax, both shown before payment","Invites him to send a direct message to look at his order, and does not share his order details (no amounts from his order) publicly","Does not argue or call him wrong, never says 'valued customer', offers no discount or code, and contains no emojis"]}