{
  "example_kind": "invented job and manual worksheet",
  "slug": "customer-request-status-wording",
  "title": "Tell a customer you are investigating without promising a fix",
  "layout": "dispatch",
  "story": "When a customer reads investigating as a delivery promise, I want to describe the next evidence checkpoint so expectations match the work actually authorized.",
  "problem": "A customer reports two conflicting totals. The team is comparing the examples, but the customer interprets in progress as a scheduled correction.",
  "symptoms": [
    "A status word sounds like a committed release.",
    "The next reply is promised without saying what it will contain.",
    "Customer-facing wording outruns the actual investigation decision."
  ],
  "failed_workaround": "Adding a confident delivery date before a mismatch is reproduced turns reassurance into an unsupported promise.",
  "before": "Your fix is in progress. We will update you soon.",
  "after": "We are comparing the two report examples you shared. No correction has been approved or scheduled yet. By Thursday, the case owner will explain whether we reproduced a mismatch and which decision follows. If we need another example, that reply will name the specific missing comparison.",
  "success_check": "The customer expects a finding and next decision, and can distinguish that checkpoint from a promised fix.",
  "choices": [
    [
      "Mismatch is not yet reproduced",
      "State the investigation boundary",
      "A received complaint is not an approved correction."
    ],
    [
      "Mismatch is reproduced",
      "Explain the proposed next decision",
      "Investigation completion still does not schedule delivery."
    ],
    [
      "A correction is approved and planned",
      "State that separate commitment accurately",
      "Use the actual agreed scope and owner."
    ]
  ],
  "route": [
    {
      "label": "Track the investigation",
      "capability": "task-record",
      "action": "Name the owner and the bounded comparison task.",
      "human_check": "Do not mark a proposed correction as committed work."
    },
    {
      "label": "Preserve the evidence stage",
      "capability": "task-comment",
      "action": "Record the two examples, what was checked and the unresolved question.",
      "human_check": "Use authorized sanitized references rather than unnecessary customer data."
    },
    {
      "label": "Prepare the next report",
      "capability": "daily-report",
      "action": "Carry the finding checkpoint into the dated update.",
      "human_check": "A person reviews wording before communicating it to the customer."
    }
  ],
  "editor": {
    "heading": "Prepare a useful update",
    "fields": [
      {
        "key": "checked",
        "label": "What we are checking",
        "example": "The two conflicting report examples",
        "help": "Use the customer’s recognizable problem."
      },
      {
        "key": "stage",
        "label": "Current decision stage",
        "example": "No correction approved or scheduled",
        "help": "Separate finding from delivery."
      },
      {
        "key": "owner",
        "label": "Who will reply",
        "example": "Case owner",
        "help": "Keep the promise owned."
      },
      {
        "key": "when",
        "label": "Next reply checkpoint",
        "example": "Thursday",
        "help": "Promise a useful response event."
      },
      {
        "key": "result",
        "label": "What the reply will contain",
        "example": "Reproduction finding and next decision, or the exact missing comparison",
        "help": "Give the checkpoint an output."
      }
    ],
    "template": "Customer update\nWe are checking: {checked}.\nCurrent stage: {stage}.\n{owner} will reply by {when} with {result}.\nA delivery commitment will be discussed only after the required decision and evidence exist."
  },
  "limitations": "The report examples and timing are illustrative. This draft cannot create a commitment, send a customer message or infer a release date.",
  "tasks": [
    [
      "Check the actual evidence stage",
      "Case owner",
      "Examples are under comparison; no approved correction exists."
    ],
    [
      "Prepare a customer-readable update",
      "Customer contact",
      "The message distinguishes investigation, correction decision and delivery."
    ],
    [
      "Return at the named checkpoint",
      "Support lead",
      "Thursday’s reply contains a finding or a specific evidence gap, not a repeated vague status."
    ]
  ],
  "faqs": [
    [
      "Can an investigation have a date?",
      "Yes. Date the next finding/checkpoint without implying a delivery commitment."
    ],
    [
      "What if the comparison is still incomplete?",
      "Say what remains unknown and name the next useful evidence request; retain the promised reply responsibility."
    ],
    [
      "What should I record in TeamBoost?",
      "Keep the investigation task, owner, relevant notes and next reporting checkpoint together using the workflows available in your account. Customer communication still needs your approved channel and review."
    ]
  ]
}