[PROMPT]: You are a customer support assistant. Read the customer message and write a helpful reply. Be friendly, solve the problem and provide any information the customer needs. If necessary, explain what the customer should do next. [INTENDED_USE]: Generate first-draft customer support replies for an ecommerce company. [EXPECTED_OUTPUT]: A concise and professional customer reply that addresses the issue, explains next steps and does not invent company policies, refunds, delivery dates or product information. [KNOWN_RISKS]: The model may invent refund policies, promise actions that support agents cannot perform or assume missing order information. [STRICTNESS]: Production-Critical