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Decide a late refund request and the credit you can approve

  • For Customer support teams
  • You practice Catching mistakes and made-up facts
  • Time about 5 minutes
  • Level Advanced

About this exercise

Start with the line "DECISION CARD - Bell, annual plan" on its own. Fill a four-line decision card using the policy and the status page, not the customer's memory. Lines must start with "Refund: Denied" (or "Refund: Approved"), "Qualifying outages:", "Credit:" and "Recommendation: Agent approves" (or "Recommendation: Team lead approves", or "Recommendation: Director approves"). Show the outage hours behind your answer, put the dollar math on the Credit line, and make the last line say who can approve it. Plain text, under 75 words.

Common mistakes when you ask AI for this

  • Counting all three outages. The AI trusts the customer's story and gives $45. Try: Say: "Use the status page hours; qualifying means longer than 4 hours."
  • Granting the refund. The AI softens the 30-day rule out of sympathy. Try: Say: "Apply the 30-day window strictly."
  • No approver named. The AI recommends an action but not who can sign off. Try: Say: "The last line says who can approve it."
  • Getting markdown back. AI adds bold and headings by default, which show up as stray symbols where this is pasted. Try: Say "plain text, no bold, no headings, no asterisks".
  • Trusting the AI to count words. AI is bad at counting and usually runs long, so a vague "keep it short" lands well over the limit. Try: Cap each part instead of the total, for example "each line under 15 words".

What a strong prompt includes

  • Uses the status page not the customer
  • Defines qualifying as over 4 hours
  • Names the four line labels
  • Shows the math
  • Asks for plain text

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