# Example: support reply drafter

## Filled inputs

- `{{ticket}}`:
  > Hi, I was charged twice for my annual plan this morning (two charges of $240 on my Visa). I only have one account. Please fix this today, I'm not happy. - Dana
- `{{customer_context}}`: Plan: Team annual. Customer since 2023. One previous ticket (password reset). Billing log shows two successful charges 4 minutes apart, second one flagged as duplicate by our system.
- `{{policy_excerpts}}`: Duplicate charges are refunded in full to the original payment method. Refunds are issued within 1 business day; the bank usually shows them in 5 to 10 business days. Agents can issue duplicate-charge refunds without approval.
- `{{product_name}}`: Acme Boards
- `{{agent_name}}`: Priya
- `{{tone}}`: warm, direct

## Sample output (trimmed)

**Ticket read:** Billing, duplicate charge. Customer is frustrated and wants same-day action. Facts confirmed by the billing log.

**Reply:**

Hi Dana,

You're right, you were charged twice this morning, and I'm sorry about that. I've refunded the second $240 charge to your Visa just now. You don't need to do anything else.

Refunds leave our side straight away, but your bank may take 5 to 10 business days to show it on your statement. Your Team annual plan is active and unchanged.

If the refund hasn't appeared after 10 business days, reply here and I'll chase it with our payment provider for you.

Priya
Acme Boards Support

**Internal notes:**
- Action required by agent: issue the refund in the billing tool before sending (the reply says it is done).
- Policy used: duplicate charges refunded in full, no approval needed.
- No promises made beyond policy.