name: duplicate-purchase description: Resolve duplicate purchases. Use when a customer bought the same course or license twice or was charged twice. metadata: trigger_phrases: - "resolve duplicate" - "duplicate purchases" - "purchases customer" related_skills: ["subscription-renewal-issue", "refund-request", "ppp-pricing", "discount-code-request"] sample_size: "234" validation: | required_phrases: - "let me know if" forbidden_patterns: [] max_length: 500 metrics: "sample_size: 234\navg_thread_length: 4.22\ntop_phrases:\n - phrase: "let me know if"\n count: 78\n percent: 33.3\n - phrase: "me know if you"\n count: 56\n percent: 23.9\n - phrase: "5 10 business days"\n count: 53\n percent: 22.6\n - phrase: "if you have any"\n count: 51\n percent: 21.8\n - phrase: "take 5 10 business"\n count: 51\n percent: 21.8\n - phrase: "it may take 5"\n count: 49\n percent: 20.9\n - phrase: "may take 5 10"\n count: 49\n percent: 20.9\n - phrase: "10 business days for"\n count: 49\n percent: 20.9\n - phrase: "business days for the"\n count: 49\n percent: 20.9\n - phrase: "days for the refunded"\n count: 49\n percent: 20.9"

Duplicate Purchase

Response Patterns (from samples)

Common openings:

• "Hi,"
• "Hello,"
• "Hey,"

Common core lines:

• "It may take 5-10 business days for the refunded amount to show up in your account, depending on how quickly it's processed by your financial institution."
• "[EMAIL]"
• "Best,"

Common closings:

• "It may take 5-10 business days for the refunded amount to show up in your account, depending on how quickly it's processed by your financial institution."
• "Best,"
• "Let me know if you have any issues requesting login links using that email address."

Phrases That Work (4-gram frequency)

• "let me know if" — 78 (33.3%)
• "me know if you" — 56 (23.9%)
• "5 10 business days" — 53 (22.6%)
• "if you have any" — 51 (21.8%)
• "take 5 10 business" — 51 (21.8%)
• "it may take 5" — 49 (20.9%)
• "may take 5 10" — 49 (20.9%)
• "10 business days for" — 49 (20.9%)
• "business days for the" — 49 (20.9%)
• "days for the refunded" — 49 (20.9%)

Tone Guidance (observed)

• Openings trend toward: "Hi,"
• Closings often include: "It may take 5-10 business days for the refunded amount to show up in your account, depending on how quickly it's processed by your financial institution."

What NOT To Do

• Don't introduce policy details that are not present in the verified response lines above.
• Don't paraphrase or reframe the customer's question in a way that changes meaning.
• Don't add refund/discount promises unless they appear in the extracted responses for this topic.

Validation

Draft must:

• Include at least one of the required phrases from the validation block
• Stay consistent with the observed response patterns above
• NOT introduce policy details that are not present in the verified response lines above.