Manual Reply Comparison - Ticket 31811

Automation draft weakness

The earlier draft appropriately avoided changing the order, but it only offered a generic review of a requested switch to the MAX bundle. It did not make the decision boundary explicit enough for a price-sensitive order-change request.

Manual reply improvement

Matt selected a clear case-specific path: cancel the original order, process the full refund, and invite the customer to place a new order for the updated version. This superseded the earlier holding draft.

Reusable drafting rule

For a customer request to switch an existing order to a different product, use a non-promissory holding draft only until a human chooses the fulfillment and price path. When a later public reply implements cancellation/refund or another resolution, treat it as a case-specific decision override; do not generalize it into an automatic order-change, cancellation, or refund policy.

Evidence