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Get Started Free →goodwill-credit-authorization
Use when deciding whether and how much discretionary account credit to grant a customer over a complaint — attributes fault (our-fault / goodwill / no-credit), sizes the credit within the account's tier cap, keeps it one-time unless a persistent our-fault issue justifies a capped recurring credit, and words the offer as a goodwill gesture that does not admit liability.
6 of 14 test cases passed with the skill.
Tokens, turns and time describe resource use, not a dollar price.
Lift withheld: the two benchmark arms were not comparable.
The instructions your model reads when the skill loads.
When a customer complaint could be resolved with discretionary account credit, decide whether to grant it, how much, and how to word it. Left alone, the base model tends to over-credit, hand out open-ended discounts, and — most costly — apologize in a way that admits fault or liability ("this was our mistake and we're responsible"). Those admissions create legal and precedent exposure. This skill replaces that default with a fault-first discipline and liability-safe phrasing.
The dollar caps below are an illustrative example — fork the skill and set your own numbers. The method (attribute fault → size within a tier cap → one-time by default → make-good language) is what transfers.
Classify the situation into exactly one bucket before deciding anything else:
| Bucket | When it applies | Credit stance |
|---|---|---|
| our-fault | A failure on our side caused the harm: outage, billing error, our bug, wrong item shipped, our agent's mistake, or a third-party failure on our surface (the customer only sees us) | Credit warranted, sized to impact |
| goodwill | No clear fault or shared/ambiguous cause, but the customer had a genuinely bad experience or is a valued / at-risk account worth retaining | Small discretionary credit, one-time only |
| no-credit | Customer's own error, an outcome that is correct per policy, or a repeat request for an issue already credited recently | No credit — explain plainly, offer non-monetary help |
A third-party provider outage still counts as our-fault to the customer: it is our surface, so we own it to them (even while we word it without admitting liability — see Step 4).
Do not grant credit for customer error, in-policy outcomes, or a repeat ask on an issue already credited. Explain the reason like a person, offer a concrete non-monetary fix (a how-to, a walkthrough, a fix ETA), and stop. Do not invent a credit to avoid an awkward "no."
Match the credit to the impact, but never exceed the account tier's one-time cap. Illustrative caps (replace with yours):
| Account tier | One-time goodwill credit cap |
|---|---|
| Free / Basic | up to $25 |
| Pro / Standard | up to $100 |
test cases passed with the skill
More skills from the same source and nearby in the registry, with their headline benchmark lift.