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Explain what happens when a refund goes to a closed card

  • For Customer support teams
  • You practice Giving the right context
  • Time about 5 minutes
  • Level Intermediate

About this exercise

Write an email to Elena. First line exactly "Hi Elena,". Explain the two possible outcomes for the $64 refund and the timing for each, and what she should do if nothing arrives. Do not promise an exact arrival date. Plain text, under 130 words, and end with the line "Jonas, Billing Help".

Common mistakes when you ask AI for this

  • Promising a date. The AI says 'you will have it by Friday'. Try: Say: "Give the ranges, no exact date."
  • Giving only one outcome. The AI says it will go to the new card. Try: Say: "Explain both outcomes with their timing."
  • Saying it was lost. The AI uses the phrase 'lost'. Try: Say: "Never say the refund was lost."
  • 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

  • Gives greeting and sign-off
  • Asks for both outcomes
  • Forbids exact date
  • Asks for plain text
  • Sets a length limit

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