{"id":"wri-mkt-unsubscribe-complaint-reply","audience":"marketing","category":"customer-replies","technique":"tone","title":"Answer an angry 'I unsubscribed' email honestly","free":false,"task":"A customer is angry that she still gets your emails after unsubscribing. Reply in at most 4 sentences. The first sentence confirms she was removed today, then explain the real timing from your current policy, offer no discount or coupon, and avoid 'valued customer' and 'we apologize for any inconvenience'. Write a prompt that gets that reply.","materialLabel":"Her email and your notes (attached to your prompt automatically)","material":"EMAIL from Grace Liu:\nI unsubscribed from your emails TWICE last week and I still got your \"Flash Sale\" email this morning. This is ridiculous. Take me off your list.\n\nMY NOTES (Lumen & Loom email team)\n- Checked our email platform: Grace clicked unsubscribe Nov 3. Her address was on a separate \"VIP sale\" list that the unsubscribe link didn't cover (known bug, fixed Nov 5).\n- I removed her from ALL lists today, Thursday, Nov 6. Confirmed.\n- Current policy (updated Nov 5): unsubscribes take effect within 48 hours on every list.\n- Old FAQ page still says \"please allow up to 7 days\", which is out of date.\n- Sales emails already scheduled before today can't be recalled, but I checked: none are queued for her.\n- Our marketing lead wants to offer unsubscribers a 15% code \"to win them back\".\n- Sign as: Ben, Lumen & Loom","rules":[{"type":"maxSentences","max":4}],"mistakes":[{"title":"Not limiting the length","why":"The AI writes a long apology with an explanation of email systems.","fix":"Be exact: \"At most 4 sentences.\"","checks":["maxSentences"]},{"title":"Apology before action","why":"AI replies open with \"We sincerely apologize\" and the fix shows up later.","fix":"Say it: \"Sentence 1: you've been removed from all our lists as of today.\"","checks":["r0"]},{"title":"Quoting the old FAQ","why":"The notes mention the outdated 7-day line. The AI may repeat it.","fix":"Add: \"Unsubscribes now take effect within 48 hours.\"","checks":["r1"]},{"title":"Stock lines and a coupon","why":"AI reaches for \"valued customer\", \"apologize for any inconvenience\" and a discount code.","fix":"Add: \"No discount. Don't say 'valued customer' or 'apologize for any inconvenience'.\"","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","lead with","start with","removed"]},{"label":"Uses the current timing","patterns":["48 hours","current policy"]},{"label":"Bans the coupon","patterns":["no (discount|code|coupon)","don'?t offer"]},{"label":"Bans stock phrases","patterns":["valued customer","inconvenience","stock","clich"]}],"hint":"An angry customer wants proof it's fixed. Tell the AI to lead with the fix, use the current policy and skip the coupon and stock phrases.","rubricLabels":["The first sentence (after a greeting like 'Hi Grace,') confirms she has been removed from all lists as of today (Nov 6), with no apology or thank-you before it","Gives the current timing (unsubscribes take effect within 48 hours on every list) and does not say 7 days","Offers no discount, code or coupon, and never says 'valued customer' or 'apologize for any inconvenience'"]}