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Reply to a customer dispute where only part of it is right

  • For Accountants
  • You practice Getting the tone right
  • Time about 5 minutes
  • Level Advanced

About this exercise

You're in accounts receivable replying to a customer's dispute. Write a prompt for a plain-text email under 130 words that: admits our billing error on the duplicate invoice and states the credit memo amount; says the other invoice stands and cites the proof of delivery; says the $45 late fee is with a manager for review and promises no outcome; states the undisputed balance and its due date; and ends with exactly "Tess, Accounts Receivable".

Common mistakes when you ask AI for this

  • Admitting everything. The AI concedes all three items to calm the customer. Try: Say: "Admit the duplicate only; INV-5010 stands with proof of delivery."
  • Promising the fee waiver. The AI says the fee will be removed. Try: Add: "The late fee is with a manager; promise no outcome."
  • Defensive tone. The AI argues back. Try: Add: "Calm, respectful, no blame on the customer."
  • Wrong sign-off. The AI adds Best regards. Try: Add: "End exactly with: Tess, Accounts Receivable."
  • Markdown extras. The AI adds bold labels, headings and a closing note. Try: Say: "Plain text, no bold. Output only the lines asked for."
  • Trusting the AI to count words. AI is bad at counting and runs past word limits. Try: Ask for fewer words than the real cap and keep each part short.

What a strong prompt includes

  • Separates the three items
  • States the amounts
  • Bans promising the waiver
  • Sets the sign-off
  • Caps length

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