{"id":"wri-np-donor-receipt-error-reply","audience":"nonprofit","category":"customer-replies","technique":"tone","title":"Fix a donor's wrong receipt and own it simply","free":false,"task":"A donor emailed that her tax receipt shows the wrong amount. Reply in at most 4 sentences. The first sentence says the corrected receipt is attached, then state the correct amount, apologize once in one plain sentence without excuses about software or staff, and sign from the development director. Don't say 'valued donor'. Write a prompt that gets that reply.","materialLabel":"Her email and your notes (attached to your prompt automatically)","material":"EMAIL from Ellen Marsh:\nI just received my receipt for my October gift and it says $25. I gave $250. I need this to be correct for my taxes. This is the second time something like this has happened.\n\nDEVELOPMENT NOTES (Cedar Hill Literacy Council)\n- Ellen's gift: $250, check #1184, received Oct 9.\n- Receipt error: our new donor software dropped a zero during the import on Oct 20. 14 receipts affected. All being reissued this week.\n- Her corrected receipt (#R-2026-0412) is ready and attached to this reply.\n- Last year's issue: her gift was credited to her late husband's name. Fixed then.\n- Ellen has given every year since 2014.\n- Sign as: Teresa Lind, Development Director, 555-0122.","rules":[{"type":"maxSentences","max":4}],"mistakes":[{"title":"Not limiting the length","why":"The AI writes a long letter explaining what went wrong.","fix":"Be exact: \"At most 4 sentences.\"","checks":["maxSentences"]},{"title":"Apology before the fix","why":"AI replies open with two sentences of apology and the fix comes last.","fix":"Say it: \"Sentence 1: your corrected receipt is attached.\"","checks":["r0"]},{"title":"Excuses instead of ownership","why":"The AI explains the software import and the 14 other receipts, which sounds like blame-shifting.","fix":"Add: \"State $250 and apologize once, with no excuses.\"","checks":["r1"]},{"title":"Stock lines, wrong signer","why":"AI thanks her as a \"valued donor\" and signs from \"The Team\".","fix":"Add: \"No 'valued donor'. Sign as Teresa Lind, Development Director.\"","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","attached","corrected receipt"]},{"label":"Apologizes once, no excuses","patterns":["apologi[sz]e once","no excuses","one apology","don'?t (explain|blame)"]},{"label":"Bans stock lines","patterns":["valued donor","stock"]},{"label":"Says who signs","patterns":["teresa","development director","sign"]}],"hint":"When you made the mistake, fix it first and own it briefly. Tell the AI the order, the one-apology rule and who signs.","rubricLabels":["The first sentence (after a greeting like 'Dear Ellen,') says her corrected receipt is attached","States the correct amount of $250 for her October gift, and includes exactly one plain apology with no excuse (no mention of software, the import, staff or other donors)","Never says 'valued donor', and the reply is signed Teresa Lind, Development Director"]}