Draft from available facts and review every commitment.

Fictional query: “When will order P-42 arrive?” Confirmed information: the order is recorded but has no dispatch date. The carrier has not been consulted. No delivery date is confirmed.

Separate the customer’s question from internal facts. A wish to receive the order tomorrow must not become evidence of a planned delivery tomorrow.

Reusable instruction: “Prepare a short, polite reply using only confirmed facts. Promise no dates, compensation or unagreed actions. Separately identify missing information and what a person must confirm before sending.”

Keep personal data out of the exercise. For real cases, use the minimum context authorised for the tool and retain the sending controls agreed by your team.

Possible draft: “Order P-42 is recorded. We do not currently have a confirmed dispatch date, so we cannot provide a delivery date.” The team can add a next step once it has agreed who will take it and under what conditions.

“It will arrive tomorrow” and “We have contacted the carrier” are unsupported. “We will update you within an hour” also introduces an absent commitment. Review verbs and deadlines, not just tone.

Review record: each fact has support; no new promises; open questions stay outside the final message; recipient and reference are correct; a person authorises sending according to the team’s process.

Repeat with a confirmed delivery date and with conflicting references. The draft should change when evidence changes rather than always producing the same reassuring phrase.