Write a reusable prompt with replaceable inputs. Submit your prompt and one test output for this example.
Task: Draft a customer-support reply that is empathetic, clear, and grounded in available facts.
Example input: A fictional customer writes: “I bought your template pack yesterday, but the download says access denied. I need it for a workshop tomorrow. Can you fix this now?” Known facts: the support team can inspect the purchase record after receiving the order reference; the customer must not send payment-card details; the cause is unknown; no response-time guarantee or refund decision has been supplied. The team has not yet checked the purchase or repaired the link.
Constraints:
- Keep the reply between 90 and 130 words.
- Ask for only the minimum missing information.
- Avoid blaming the customer, inventing a repair, or guaranteeing a deadline.
Required output from your prompt: Provide one ready-to-review draft and a three-line explanation identifying its acknowledgment, information request, and next step.
Success checks:
- The draft directly addresses blocked access and the workshop urgency.
- It requests an order reference, without requesting payment details.
- It does not claim the problem is solved.
- Its proposed next step is specific and achievable.