Scenario: Founder inbox, ~50 messages a day. Email is an angry customer whose order arrived late and damaged. Your role: founder. Priority rules: customer complaints = High, reply same day. Tone: warm but brief. 1. TRIAGE — High / complaint. A paying customer had a bad delivery; left unaddressed this becomes a public review risk. 2. DECISION — Reply now. Same-day response is required by the rules and de-escalates. 3. DRAFT REPLY — "Hi Jordan — I'm the founder and I'm sorry your order arrived late and damaged. That's on us, not you. I've just shipped a replacement express (tracker in a sec) and refunded the original in full. If anything else is off, reply here and it comes straight to me. — [Name]" 4. FOLLOW-UP — None required now; if no tracking number is available, confirm with fulfillment and send by EOD.