Imagine a support ticket: a customer says invoice INV-2047 contains the same €89 charge twice. “Answer the customer” sounds clear because you know the business. The model does not know whether it should apologize, authorize a refund, request evidence, or escalate the case.
Start with the observable result: draft a reply that acknowledges the customer’s duplicate-charge concern, explains the next verification step, does not confirm duplication, fraud, or refund status before review, and ends with one action for the customer. Official provider guides consistently put clear instructions and relevant details ahead of elaborate tricks.[1][2][3]
Topic-shaped request
“Reply to this billing complaint.” The model must invent the purpose, policy boundary, level of detail, and next step.
Decision-shaped request
“Draft a 120-word reply that acknowledges the customer’s concern, requests the receipt, and does not confirm duplication, fraud, or a refund before review.”
Specific does not mean long.It means the important choices are visible.




