Trigger
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RECOVERY PLAYBOOK / DECISION RULE
Exact-price risk check
The customer asks for an exact repair price before diagnosis.
Safe move
Explain diagnosis-first pricing.
Proof event
Decision and reason recorded in the Proof Timeline.
State change
Case moves to the named owner or approval state.
Do not send
It will only cost £X.
Blocked wording stays held until the rule is satisfied.
Safer wording
Cost depends on the fault, parts and access.
The customer gets a clear next step without an unsafe commitment.
See this rule in a Recovery Case
Price wording heldSMS · 31 min old
Linda Barker: Vaillant F28 question asks for an exact repair price
My Vaillant is showing F28. Is this a common fix and how much will it cost exactly?
Exact-price riskPrice riskNeeds engineer fact check
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