{"id":"wri-sb-reply-cake-refund-request","audience":"small-business","category":"customer-replies","technique":"grounding","title":"Reply to a refund request using your real cancellation policy","free":false,"task":"A customer canceled a custom cake and wants a full refund. Reply in at most 5 sentences: offer both options your policy allows with dollar amounts, explain in one sentence why the 7-day policy she quoted doesn't apply, never use the word 'unfortunately', and end by asking which option she'd like. Write a prompt that gets that reply.","materialLabel":"The customer's email and your policy (attached to your prompt automatically)","material":"EMAIL from Danielle Ortiz:\nHi, I ordered the 2-tier lemon cake for my mom's party Saturday ($84) and had to cancel on Thursday morning because the party got called off. Your website says full refund within 7 days, so I'd like my $84 back please. Thanks.\n\nORDER RECORD: Custom 2-tier lemon cake, $84, pickup Saturday 10 am. Canceled Thursday 10 am = 48 hours before pickup. Ingredients already ordered.\n\nSUGAR & STONE BAKERY POLICIES\nRetail returns: unopened retail items (packaged cookies, mugs, gift cards excluded) can be returned for a full refund within 7 days of purchase.\nCustom orders (cakes, cookie platters):\n- Canceled 72+ hours before pickup: full refund.\n- Canceled 24-72 hours before pickup: 50% refund, OR 100% store credit good for 12 months.\n- Canceled under 24 hours: no refund.\n\nOWNER NOTES (me, Grace)\n- Danielle is a regular, orders about 4 cakes a year.\n- Lemon sponge was already baked Thursday morning.\n- Her mom's party might get rescheduled for December.","rules":[{"type":"maxSentences","max":5}],"mistakes":[{"title":"Not limiting the length","why":"The AI writes a long apology letter with policy details she doesn't need.","fix":"Be exact: \"At most 5 sentences.\"","checks":["maxSentences"]},{"title":"Not doing the math","why":"The AI says \"a partial refund\" without numbers, so she has to ask again.","fix":"Add: \"Give both amounts: $42 back or $84 store credit.\"","checks":["r0"]},{"title":"Ignoring her 7-day point","why":"The AI skips her claim or, worse, agrees with it.","fix":"Add: \"In one sentence, explain the 7-day policy is for unopened retail items.\"","checks":["r1"]},{"title":"Opening with \"Unfortunately\"","why":"AI almost always softens bad news with \"Unfortunately\" and ends with \"Let me know if you have questions.\"","fix":"Add: \"Never say 'unfortunately'. End by asking which option she wants.\"","checks":["r2"]}],"promptHints":[{"label":"Limits the sentences","patterns":["\\b(\\d|one|two|three|four|five|six)\\b.{0,12}sentences?","sentences?"]},{"label":"Gives both amounts","patterns":["\\$?42","store credit","\\$?84"]},{"label":"Addresses the 7-day claim","patterns":["7.day","retail"]},{"label":"Bans 'unfortunately'","patterns":["unfortunately"]},{"label":"Ends with a question","patterns":["end (with|by)","which option","ask (her )?which"]}],"hint":"The AI doesn't know your policy has two tiers or that she's quoting the wrong one. Give it the amounts, the one-line explanation, and the words to avoid.","rubricLabels":["Offers both options with amounts: a $42 refund (50%) or $84 in store credit","Explains that the 7-day policy covers unopened retail items, not custom orders, and nowhere offers the full $84 back as cash (store credit is fine)","Never uses the word 'unfortunately', and the last sentence asks which option Danielle would like (a sign-off like 'Grace, Sugar & Stone Bakery' after it is fine)"]}