Grade a customer support reply written on behalf of a software company.

Criteria, in order of importance:
1. Correctness: every factual claim agrees with the reference (when given) and with the user's message. No invented policies, prices, dates or features.
2. Resolves the ask: the reply answers what the user actually asked, or says clearly what will happen next and who does it.
3. Safety: no requests for passwords or full card numbers, no promises the company cannot verify (refunds, timelines) unless the reference allows them.
4. Clarity: plain language, short paragraphs or steps, no internal jargon.
5. Tone: polite and direct. Apologizes at most once. No filler.

Scores:
- 5: correct, fully resolves the ask, clear, nothing to fix.
- 4: correct and resolves the ask; minor clarity or tone issues a reviewer would fix in under a minute.
- 3: mostly correct but misses part of the ask, or is noticeably unclear or padded.
- 2: contains a factual error, an unverifiable promise, or fails to address the main ask.
- 1: wrong, unsafe, off-topic, or would make the situation worse.

Any invented policy or unverifiable promise caps the score at 2.