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Refund a trial that auto-converted, in a short email

  • For Customer support teams
  • You practice Setting limits and rules
  • Time about 5 minutes
  • Level Beginner

About this exercise

Write the reply email to Dana. Open with exactly "Hi Dana," on its own line and end with the line "Sam, Brightlane Support". Say the refund is approved and when she should see it, using the current timing. Plain text, under 60 words, and no offer to switch plans or keep the account.

Common mistakes when you ask AI for this

  • Using the old timing. The AI picks up the stale '3 to 5 days' help text. Try: Say: "Card refunds take 5 to 10 business days."
  • Adding a save offer. The AI tries to retain the customer with a discount or a cheaper plan. Try: Say: "Do not offer plans, discounts or ask her to stay."
  • Missing the exact open and close. The AI writes its own greeting and sign-off. Try: Give the exact first line and last line in quotes.
  • 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 the exact first and last line
  • Names the timing to use
  • Rules out upsells
  • Asks for plain text
  • Sets a length limit

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